Improving wayfinding and passenger satisfaction at Frankfurt Airport
The project identifies weaknesses in the wayfinding system and suggests targeted improvements to reduce passenger stress and increase efficiency. This offers opportunities to optimize navigation at Frankfurt Airport, particularly for Lufthansa transfer passengers, making the travel experience more intuitive.
At FraAlliance, we are committed to advancing research, technology, and innovation to enhance passenger experiences in complex environments. Our recent study at Frankfurt Airport (FRA) aimed to understand the challenges faced by transfer passengers. Utilizing state-of-the-art eye-tracking technology, we gathered in-depth insights into their experiences. Participants wore high-tech glasses that allowed us to track their eye movements, enabling us to identify where their attention was directed, moments of confusion, and instances of elevated stress. This real-time data, along with qualitative interviews, provided us with a rich, multidimensional perspective on how passengers navigate the airport.
Our findings identify the challenges present in the wayfinding system and outline targeted improvements that will significantly reduce passenger stress and enhance overall efficiency. The insights from our study highlight crucial opportunities for enhancing Frankfurt Airport’s wayfinding system, particularly addressing common pain points for Lufthansa’s transfer passengers. By identifying where confusion and stress occur, we pinpointed key areas to streamline signage and optimize navigation paths.
This proactive approach will likely lead to fewer missed connections, greater passenger satisfaction, and improved navigation for Lufthansa passengers. We view our work as a step toward transforming the passenger journey, making it more intuitive and enjoyable. Our research aims not only to address existing challenges but also to open avenues for Lufthansa to elevate its service standards, foster customer loyalty, and strengthen its position as a leading global airline.
Responsible People
Oscar Romero
