CASE STUDY DESCRIPTION
Travelers frequently cite crowded hallways, insufficient wayfinding directions, and difficult-to-locate flight information as their greatest pain points about air travel. Irritants like these obviously impact a traveler’s overall airport experience and according to research from J.D. Power & Associates, the mood of a traveler in an airport has a high degree of correlation with how much money he or she spends while there. Honolulu’s Daniel K. Inouye International Airport recognized that they were not doing enough to address the needs of their travelers and that deficiencies in these aforementioned areas were costing them money. To remedy these problems they opted initially to completely revamp a selection of entry lobbies so that arriving passengers would immediately be met with friendly, accessible, and engaging content. The first phase of the project renovated just two lobbies, but following the success of that original venture, completed in early 2016, the airport team decided to continue their push to reenergize the traveler experience by turning their focus to four additional entry lobbies.