Abstract
In this paper, we introduce a practical approach for improving passenger convenience. New Chitose International Airport has intricately shaped its terminal buildings, and navigating the terminal is difficult. By using checklists, project teams comprising students with knowledge about human factors engineering searched for problem areas affecting visitors’ navigation ability. Factors that confused the visitors were determined by using an experiment with flexible scenarios, and ideas for improving the provision of information to passengers were proposed and tested by the project teams. These practical efforts may be used to advance the provision of information services in public areas.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Hokkaido Airport Terminal Co., Ltd. (2013) Total number of domestic/international passengers since the opening of new Chitose airport. http://www.hokkaido-kukou.jp/en/passenger_c.html. Accessed 20 Mar 2014
Schindlholzer B, Uebernickel F, Brenner W (2013) A method for the management of service innovation projects in mature organizations. In: de Pablos PO, Tennyson RD (eds) Best practices and new perspectives in service science and management. IGI Global, Hershey, pp 225–272
ISO 13407:1999 Human-centered design process for interactive systems. Published 10 Jun 1999
ISO 9241-210:2010 Ergonomics of human-system interaction Part 210: Human centered design for interactive systems. Published 3 Mar 2010
Partarakis N, Doulgeraki C, Antona M, Stephanidis C (2010) The development of web-based services. In: Salvendy G, Karwowski W (eds) Introduction to service engineering. Wiley, New York, pp 447–487
Karwowski W, Salvendy G, Ahram T (2010) Customer-centered design of service organizations. In: Salvendy G, Karwowski W (eds) Introduction to service engineering. Wiley, New York, pp 179–206
ISO/IEC Guide 71: 2001 Guidelines for standards developers to address the needs of older persons and persons with disabilities pp 6–12 Published 22 Nov 2001
Sakao T, Sundin E, Lindahi M, Shimomura Y (2010) A methodology for designing services: a modeling method, design method, cad tool, and their industrial applications. In: Salvendy G, Karwowski W (eds) Introduction to service engineering. Wiley, Hoboken, pp 268–293
Hokkaido Airport Terminal Co., Ltd. (2013) Floor map. http://www.new-chitose-airport.jp/en/tmap/. Accessed 20 Mar 2014
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2014 Springer Japan
About this paper
Cite this paper
Kobayashi, D. (2014). A Practical Approach to Improving the Provision of Information in New Chitose International Airport. In: Mochimaru, M., Ueda, K., Takenaka, T. (eds) Serviceology for Services. ICServ 2013. Springer, Tokyo. https://doi.org/10.1007/978-4-431-54816-4_34
Download citation
DOI: https://doi.org/10.1007/978-4-431-54816-4_34
Published:
Publisher Name: Springer, Tokyo
Print ISBN: 978-4-431-54815-7
Online ISBN: 978-4-431-54816-4
eBook Packages: EngineeringEngineering (R0)