June 1, 2023

Interactive Point Maps improve the passenger experience in the terminal

Point Consulting

Whether you are an airport serving 60 million passengers a year or 1 million, an interactive digital map can play crucial role in enhancing the customer experience at various steps of an airport trip.

At a headline level, the map acts as a visual tool to help communicate key messages on what may affect a passenger's journey from check-in to departure.

Lets have a look at some of the key steps on that airport journey for a passenger once you have booked your flights

Check-in Desk Location
Which terminal do I need and where will I get dropped off / park my car?

Dynamic interactive maps keep information up to date on where your check-in desk is, as well as self drop luggage stations if they are available. Being able to visualise where this is in the terminal and how to get there from drop off or the car park helps ease that initial anxiousness a passenger arrives at the airport, especially when it is busy and physical signage isn't overly apparent.

Checked-in, what's the security waiting time like?

With the technology being applied in airports now, information is available that clearly can show the passenger anticipated wait times.

Being able to show this information via an interactive map and even show immigration areas that are less busy drives a significant benefit for passengers as they manage their timings for arrival to the airport as well as knowing what to expect in the terminal.

In addition passengers can explore what amenities are available to them landside, providing retailers another channel for engagement and attracting a passenger to their service offerings.

Duty Free time, or departure lounges - what is available as a passenger heads to their Gate?
Food options - Departures

Once 'you' are through security, having a clear idea of what amenities, such as restaurants, shops, restrooms, and lounges are within the departure area and how where they are located go along way to how you enjoy your experience until you Board. While a digital map can display real-time information about opening hours, promotions, and services available at each location, the key use here is that it helps passengers quickly orientate themselves to where they are, what is around them and ultimately where their Gate is.

One feature on a wayfinding map, that goes beyond this is also being able to search along a route, so that a passenger can see what amenities are available to them on their particular walk to their Gate. This could be where an accessible toilet, where a coffee shop is on the way or even the closest electronics store to them so they can purchase headphones (airline headphones are always hit and mis :))! Either way a map in this case underpins an improved experience for a passenger in this terminal.

Search along a route

Finally - Boarding!

A digital map can guide you to your designated Gate, displaying the fastest route and estimated walking time.

It can also offer notifications or alerts if there are any gate changes or updates, minimizing confusion and ensuring you reach the correct departure gate promptly. The ability to integrate with realtime information and add location to this data, connects the dots for a passenger and the map becomes more than a map but rather a companion guide for your airport experience.

With the rise of accessible technology for airports, an interactive digital map enhances the customer experience by providing visual guidance, real-time information, and seamless navigation throughout the airport journey. It improves efficiency, reduces stress, and enables passengers to make informed decisions at each step of the process.

Contact indoor@point-consulting.com to start your map journey.

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Start your mapping journey now