01 · CURB
The journey starts before the terminal doors.
Dynamic information can begin orienting passengers from the moment they arrive.
YVR · AIRPORT SYSTEMS · PASSENGER EXPERIENCE
From curb to gate,
From curb to gate,
reduce the anxiety.
Airports are complex systems experienced by people who are often rushed, carrying luggage, unfamiliar with their surroundings or travelling in another language.
The mandate:
Help passengers move from curb to gate with the least amount of uncertainty possible.
Help passengers move from curb to gate with the least amount of uncertainty possible.
THE MANDATE
Technology had to help passengers know what to do next.
At YVR, my work sat inside a passenger experience much broader than digital signage alone.
The goal was to connect real-time information, dynamic wayfinding, operations and physical systems so the journey became clearer and more predictable.
CUSTOMER EXPERIENCE
Every screen should answer a question.
01
Where do I check in?
02
Is my flight on time?
03
Where is my gate?
04
How long will security take?
05
Where do I make my connection?
06
Am I going the right way?
Good airport technology does not ask passengers to understand the system. It helps the system understand what passengers need next.
CURB TO GATE
The information changes with the journey.
02 · CHECK-IN
A clear decision at the right moment.
03 · SECURITY
Reduce uncertainty before a point of friction.
04 · FLIGHT INFORMATION
A lot of data. One simple answer.
Passengers are not looking for a data system. They want to know whether their flight is on time and where they need to go.
05 · WAYFINDING
Clarity has to work across languages.
06 · GATE
The right information all the way to the gate.
BEHIND THE EXPERIENCE
The passenger sees a screen.
The passenger sees a screen.
The system sees much more.
PASSENGER EXPERIENCE
Wayfinding · Flight Information · Wait Times · Connections
CONTENT & RULES
Languages · Accessibility · Messaging · Business Rules
OPERATIONAL DATA
Flights · Airlines · Security · Baggage · Connections
INFRASTRUCTURE
Networks · Players · Displays · Controllers · Integrations
YVR · IN THE REAL WORLD
Systems used by real passengers.
TECHNOLOGY ECOSYSTEM
Many systems.
Many systems.
One passenger experience.
Over the years, I worked across environments involving technology and platforms from multiple vendors.
Omnivex
Daktronics
NanoLumens
Vanderlande
Simpleway
IBM
NEC
and others
WHAT AIRPORTS TAUGHT ME
Systems have
Systems have
consequences.
When thousands of people depend on data, displays and systems in real time, technology stops being theoretical. It has to work.