The Airport as an Interface
Picture 1: Research Day 1
This paper describes The Airport as an Interface, a
project made by You Le Chong, Stina Jonsson and
Paula Segura, interaction design students at Umeå
Institute of Design in collaboration with Umeå Airport.
The aim was to create a user experience taking
into consideration that the airport often work as an
interface to the city of Umeå and give the airport
ideas for the reconstruction taking place within
the next year. The final design was based on eight
weeks of ethnographically inspired methods such as
User Observations, Ethnomethodology, Grounded
Theory and Participatory Design. The concept was
implemented in four parts, an interactive floor guide,
a culture cube, arriving and departure info screen and
gate screen and finally motion detect OLED information
on tables.
Introduction
The project The Airport as an Interface was
undertaken as a part of the first year MA Interaction
Design at Umeå Institute of Design at Umeå University.
The duration of the project was ten weeks of which
seven was spent on ethnographically inspired methods
such as User Observations, Ethnomethodology, and
Grounded Theory. One week was allocated to planing
and carry trough of two Participatory Design sessions
where users of the airport where invited to participate
together with us. The two remaining weeks were
spent on design and preparing a presentation. Apart
from designing a user experience for the airport,
the aim was to learn and use new tools based on
ethnographically inspired methods.
Research Phase
Initial observations
The first part of the research consisted of spending
time at the airport observing people and their behavior
while documenting this by sketching and taking notes.
What we found was that some travellers “know how to
do it” and others act more confused, making mistakes
such as going to luggage drop to check-in or not
succeeding to operate the self-check-in machines of
one of the airlines. We noted that inadequate signage
and unclear organizations as well as different check-in
procedures for different airlines contributed a great
deal to this. An other pattern that emerged was the
activity of reorganization of luggage. Many want to
be prepared before reaching the front of the line for
check-in, luggage drop or security not to hold up the
queue longer then necessary. Finding no appropriate
place for this activity, they end up using the floor,
airport benches or the assistance of someone. Apart
from moving objects from one bag to another, many
take out pieces of paper (tickets, boarding card and
other travel information) and identification. These
travel documents are frequently examined and often
 

carried in the hand. People might feel assured having

these important papers in sight at all times.

After check-in, some people say their last goodbye

through the glass wall separating the landside and
the airside (term for area before and after check-in)
others take the opportunity to work on their laptop, to
make phone calls, or to have a cup of coffee or beer
in the restaurant in the landside (the airside does not
have a restaurant or café today). After going through
security most people find somewhere to sit perhaps
picking up a newspaper or magazine to read. But many
find themselves sitting idle just waiting. As the call for
boarding is announced, the passengers quickly forms a big
mass in front of the gate. As more and more travellers exit
to the plane a more distinct line starts to form.

After the initial observations we decided to focus on

Picture 2: Observation Analysis
departure rather than arrival because we found more
interesting behavior in the departure that we wanted to
explore more.

Grounded theory

The next stage of the research was to film and approach

people in order to conduct unstructured interviews with
them. This part of the research was very much inspired
by Grounded Theory with the less strict version that is
connected with Glaser (1998). It is a well known fact that
there often is a discrepancy between what people say
they do and what they actually do. In light of this, we
decided to shadow and film behavior as well as interview
the travellers. We also felt that shadowing and then
interviewing the same individuals would provide us with a
deeper and more complex understanding of how the airport
is being used, instead of interviewing as many as possible
and filming behavior in general. We ended up with six
travellers or groups of travellers as informants.

The aim of Grounded Theory is to discover the theory

implicit in the data. You start with data collection which
we did by shadowing and filming and by interviewing. The
next step is the coding. We took the video and the notes
from the interviews and tried to categorize the actions
and comments from our informants. Slowly by comparing
Picture 3: Shadowing
data, theoretical ideas starts to form. By trying to sample
more informants that are diverse (in relation to the cat-
egories that are emerging), a more stringent method is
achieved. Memoing is done in parallel with data collection,
note taking and coding. A memo is a note about some
hypothesis about a category or property, and particularly
about relationships between categories (Dick, 2005).

What we found during the Grounded Theory was that

travellers experienced a lack of information. This can
simply mean that the existing information does not
reach them although information is available. We also
noted that traveling can mean stress and that many keep
double-checking information on travel documents and info
screens. Travellers also pointed out that the airport was
rather utilitarian and that there was no real connection
to Umeå. However, the smallness and closeness to the
city was very much appreciated. The lack of entertain-
 

ment and activities provided by the airport was obvious,

however small things like a finger-print verification can be
very entertaining. People in the airport seem to be in a
sort of bubble, shutting out the outside world to some ex-
tent. They might have experienced something that needs
processing or their destination occupy their thoughts.
People shut the surrounding either physically by placing
tables, chairs or bags in certain ways or they create men-
tal space by emerging themselves in books or music.

Participatory design

In participatory experiences, the roles of the designer

and the researcher blur and the user becomes a critical
component of the process. People want to express them-
selves and to participate directly and proactive in the
design development process. If the designers can learn to
access people experiences ( past, current and potential),
then we can make user experience the source of inspira-
tion and ideation for design. And taking user experience
the source of inspiration and ideation for design. And by
making user experiences the source of inspiration, we are
better able to design for experiencing .

We had two participatory design sessions at which nine

travellers and seven design students participated. For
the first session we decided to divide the group into two
groups letting them do different activities. In one group,
the white room group, where given roles such as gnome,
Picture 4: Mini Airport
teacher, madonna etc and were asked to design the de-
parture hall by drawing on anything they liked. The sec-
ond group, the miniature model group, made a 3D collage
about how they wanted the new departure hall to be. The
could draw on the plan of the airport, cut and paste from
magazines, hang signs in the ceiling and use play-doh to
make furniture.

For the second session we took ideas from the first ses-
sion (see attachment) and build a departure hall and
implemented them (low-fi). The participants got a sched-
ule on which it was stated where they should go (in the
departure hall) and how long they should stay there. After
this we sat in groups to discuss about how they had expe-
rienced the new hall. Many felt that there was too much
information (information overload). They were referring to
the many signs, of which many had the same information
on them. Information overload normally refers to when
there is contradiction information or when a lot of new
information is introduced. This might be partly explained
by that the session took place in a quite empty room
and during the activity the participants saw almost all of
the sign and information we had placed in the room. In
the airport it would be very unlikely that a single person
would see all of the signs especially at a glance. Signs ac-
tually reduces information overload or cognitive overload
by keeping information visible and easily accessible so
that we do not need to keep this information in our work-
ing memory. However, we took their concerns seriously
and tried to refine the designs with this in mind.

Picture 5: Ideation Sketches
Picture 6: Mock-ups

Concept Development
Design Phase
The ideation design process started early during the
research. Information, activities, local connection and
closeness as the identity emerged clearly as the main
(hypothesis) of the entire process. Based on these initial
concepts more related ideas or functions came out as a
result of participatory design activities: flight information,
clock, sudoku & crossword, puzzle, stories about umeå,
calm corner, umeå bar, love notes, mini sign, river with
information, collective activities, cultural download base or
work stations, orientation guide, airport compass, cultural
translations, information in general.
We started to sketch and shape the concepts. We worked
with all the concepts almost simultaneously, since each
of the concepts enhance the others. The graphical use of
the birch leaf was the first answer to the problem of the
lack of identity of the airport. Umeå is the city of birches
and even though the association with the leaf might at
first glance sounds a bit kitsch, we tried to focus on the
possibility of working with the nerves of the leaf with a
good graphical level of quality. The first application of the
birch was in the information screen as a metaphor for time
passing. We extended the use of the leaf to other places
like tables, windows and mirrors. The concept of putting
the information close to the travellers. The cultural corner
was developed as a proposal that offers travellers the
experience of the culture of the city. But the experience of
the culture in a playful way that helps to amuse the people
while they wait for boarding.
Related to the need of be oriented in the airport the
interactive floor guide is a proposal that is activated with
the walking of the passengers. The way to restaurant,
gates, shops gradually are displayed and the common
problem of overloading of information in public places is
avoid with the use of this digital floor.
The digital river was another idea that came out from
participatory design: the flow of information symbolizes
by the Umeå river. We include in our sketches the benches
that are like the bridges crossing the river.
The personal space with hanging mobiles was a proposal for
people that needs their own space and concentration. It is
a type of calm corner. The mobile acts as a virtual isolation
from ambient noise.
 

Design Proposals

Orientation
Interactive floor guide

Although Umeå Airport is a relatively small space, signage

is always needed to help travellers orient themselves.
During observations we noted that many double-check
information and that conventional signs and info screens
often are overlooked by travellers. There is information
but it does not reach the people. By making an interactive
floor guide that reacts as you step on it, we try to give the
travellers something to discover and a new experience that
help them find their way. The information reacts to the
needs of the traveller and she becomes more active instead
of remaining a passive receiver of information which is the
case at the airport today.

As the traveller approaches the interactive floor guide

she can see the main branches and is able to make out
the main areas of the airport. When a direction is chosen
and the traveller walks one that branch more detailed
information about this direction is displayed as finer twigs.

A couple of the participants attending the participatory

design sessions raised concerns about information overload
which refers to the state of having too much information to
Picture 7: Interaction Floor Guide
make a decision. Large amounts of historical information
to dig through, a high rate of new information being added
or contradictions in available information. So this was one
reason why we decided not to show all the information all
the time. Just the information you need is given to you.
This hopefully creates a sense of intimacy and that the
information feels personal.

The graphic look of the floor guide is loosely based on the

nerves of a leaf. Umeå is known as the City of Birches do
to the large amount of birches in the city once planted to
prevent spread of fire.

Hey,
look! ?!
!! gic
Ma

Scenario 1: Interaction Floor Guide

 

Umeå Experience
Cultural cube

Creating a stronger connection to Umeå, the cultural cube

is a collaboration between the airport and the library within
the project of getting Umeå elected European cultural capi-
tal 2014. It gives the travellers a nice way of passing some
time in transit by listening to sounds, music, books with
Umeå connection and facts about the city. Travellers can
bring pieces of Umeå culture with them on their journey
simple by downloading from the cube.

Travellers can pick up the cube from the table situated

in the airside area. Each side of the cube has a different
content: Umeå sounds, Umeå facts, Umeå books and Umeå
music. Choosing a side and shaking the cube gives you a
random piece of that category. If you turn to another side
you can hear a different category. All the information and
entertainment can be downloaded. Libraries are starting to
offer their customers to download music, audio books etc
in mp3 format which will self-erase after a certain time and
this technic would be used in the cube as well. The device
includes an accelerometer that detects the orientation of
the cube and switches the functions.

The cube is related to the interactive floor in the sense that

Picture 8: Interaction Floor Guide
is also prompts the traveller to discover information by
playing with the objects. The nerves of the leaf are used
graphically to display the different categories on each side
of the cube.

eå eå
Um ts?! Umeå is Um sic?!
fac about 300km south from
Artic circle.
Mu Umeå Umeå
music 1
music

Umeå
music 2

d?!
nloa
Dow
Umeå facts
Umeå music
LOAD

Umeå music
DOWN

Umeå facts

MP3 PLAYER

Scenario 2: Cultural Cube



Storytelling
Info screen and Gate screen

Time passing is displayed using storytelling. Storytelling

is an interaction technique that helps to communicate an
action (time passing in this case) to the travellers using a
visual narration instead of numbers or minute hands. Com-
plementing the accurate clock, birch leaves fall smoothly
one by one, symbolizing the last ten minutes before board-
ing. This gives the passengers a calm feeling and the leaves
are of course also a connection to “The city of birches”.

The graphic style is connected to the whole concept of

bringing to the airport a relaxed atmosphere and an iden-
tity associated to its city.

The arrivals and departures are displayed together on

the same screen. This gives to the people a more com-
plete information about the flight traffic. The gate screen
complements the info screen and the number of the gate is
displayed clear and distinctive.

Picture 9: Info screen and Gate screen

BEFORE D ep BEFORE AFTER AFTER

Waiting time is way toooo long.... Enjoy watching the leaves fall...
& A arture Indicating the
r
Sch rival time left before
edu
le departure

w!!!
So Lo ?
!%&
#@ So S
zzzzzz......
mall
!!

zzzzzz......

Scenario 3: Info screen and Gate screen

 

Closeness
Motion Detect OLED Information

During the whole process of departure, some passengers

feel stressed with all the procedures and some are not
very comfortable with flying. We would like the airport to
be as helpful as they can.

The motion detect OLED information is a device attached

to any surfaces. It can be placed on the table, chairs or
mirrors. It resumed back to invisible when is turned off.

Umeå airport is a small and personal airport. We would

like the information to be presented only when the time is
needed. Information is essential but overloading informa-
tion can be stressful for passengers in a small airport.

Organic Light Emitting Device (OLED) technology is a thin

and lightweight display that is bright and easy to read.
It consumes less power compared to most LCD displays
and it is very flexible. The great thing about OLED display
is when turned off, it is transparent. With the OLED, we
would not flood the airport with information and still being
Picture 10: Motion Detect OLED Information as personal as they can in assisting the passengers.

Maybe i should mo
find a place nearer t io
flight nd
!! inform ete
W!
to the flight
at ion!!! c t?
information !
WO
board...

Automatic
dimmed off
after the
passenger
left the
table.
GO
SAS TO GAT
K!
IN

3452 E
BL

BLINK!
ON TIME
SAS 3452

Scenario 4: Motion Detect OLED Information

10

Conclusions

The challenge of using ethnographic methods to generate

more opportunities for design...

Our design was inspired not only by observing real people

living their real life but making discoveries about people
in context. Jane Fulton Suri and Suzanne Gibbs Howard
(2006) encourages us not simply to observe and make
linear interpretations but try to go deeper. And by going
deeper we interpreted what we observed and it helped us
reveal new design opportunities.

We looked for persistent patterns to inspire our thinking.

We mapped the behaviour of the people in their time in
the airside area. We even went deeper, we analyzed la-
tent needs that help us and is reflected in our design. We
discovered how the stressing situation of waiting for board-
ing a plane can show important behaivours that can be
take care in the design solutions. No spoken feelings like: “
afraid to be wrong”, “to cover up mistakes”, “ to feel excited
like a child”, “to feel in control of the situation” and others
provide us with design ideas that can resonate deeply with
the travellers in Umeå airport. In our process we found out
that people have different strategies to feel comfortable
in a public space like an airport and people expect similar
functions as they have at home, bathrooms, somewhere to
eat and play, somewhere to rest and somewhere to work.
People at the airport need good usability but also enjoy-
ment.

Through our design we tried to understand what is mean-

ingful in relation to important issues such as the identity
of a public place and what is going on deeper inside in the
users of that public space. These methodologies let us to
discover new products that are like mirrors of our ethno-
graphic findings.

References

Dick, B (2005) Grounded theory:a thumbnail sketch

Moggridge, B., ed. (2007) Designing interactions. The MIT

Press. [pp 641-735] People and prototypes

Fulton Suri, J. & Gibbs Howard, S. (2006) Going deeper,

seeing further: enhancing ethnographic interpretations to
reveal more meaningful opportunities for design. Journal of
Advertising Research, http://www.ideo.com/pdf/JAR_2006.
pdf (2007-05-31)

Glaser, Barney G. (1998) Doing grounded theory: issues

and discussions. Mill Valley, Ca.:Sociology Press. Intended
as a text book to guide the novice grounded theorist past
some of the pitfalls.
 11

Acknowledgement

We would like to express our gratitude to all those who

gave us the possibility to work on the project. We want to
thank Umeå Airport giving us the permission to commence
this project, to do the necessary research work at the
airport especially to Karin Larsson-Tängdén and Andrea
Kemi.

Special thanks to all the participatory design participants

who have contributed during the two session of
participatory design sessions.

Last but not least to all our classmates and our program
leader Niklas Andersson for his guidance and assistance
throughout these 11 weeks.

Thank you!
12

Appendix
Research Phase Design Phase
Participatory Concept Design
Observation Grounded Theor y Design Development Proposals

confusing information lack of information personal space info-screen &

Design Process

information orientation guide

with mobile gate-screen

rearranging luggage umeå identity is not shown airport compass

more flight virtual river information interactive floor

information guide
prolonging good bye traveling is stress
activities clock information screen cultural cubes
lack of activities curiousity creates
entertainment mini sign
closer information motion detect
to the users OLED information
love notes
personal space
local connection cultural corner
calm corner
lack of activities
story about umeå interactive floor guide

sudoku &
umeå airport
closeness as crossword puzzle more...
small & personal
the identity
base or work station

cultural download

collective activities

cultural translation
information

umeå bar

river

more...

week  week  week  week  week 5 week  week  week 8 week 9 week 10
13
14

Ideation
15
16

Mobile with Personal Space

 17

Digital River
(Furniture with information display)
18

Motion Detect OLED Display Options

 19

Information Screen
(Graphic Options)
 20

Participatory Design I
Full Scale Body Storming

Information

Gate Information Welcoming Sign in different Time

languages

Activities

Newspaper in different languages Play Station III which allows New Album Released Interactive Floor (Games for children)
(change languages weekly) passengers to play together while
waiting

Drawing Board that could be shared Free Sudoku and Crossword Puzzle Playground Children Corner with some books and
among the passengers video games

Toys for kids to learn about the

nature
 21

Local Connection

Umeå Town Information Cultural Stage Sunlight Showing the Umeå Environment in
the airport

Airport decoration changes with the

seasons in Umeå

Closeness as Identity

Rest Area Pillow (As a gesture of caring from Pimp up Room A Silent Corner (relax area)
the Airport)

Calm Corner (without disturbance) Place to heat up food

 22

Participatory Design I
Mini Airport (3D Collage)

The participatory designers came out with an idea of presenting the Umeå City Airport as how the Umeå City looks
geographically by putting in the Umeå River in the airport. The river lies in the middle of the hall and distinctively
divided the airside and the landside.

They would like to bring more life into the airport by using different seasons and separating different area of the
airport. They tried to create a different ambient resembling the transitions in traveling while the passengers go
through them.

In order to create a more personal airport, they suggested to put in various type of furniture in different areas. For
example, a large sculptural sofa that allow users to enjoy public places or some cocooning couches for people who
preferred to stay in a quiet and more relax environment.
 23
Participatory Design II
Semi-realistic Airport

In the 2nd Participatory Design stage, we put up different ideas to be evaluated by the passengers. Below are the
ideas and the feedback from the participants.

Mini Sign
Mini Sign

It is fun but is not very appropriate size and it make it like a toys and
it confuse the function of the signage.

Universal Sign with Weaving Material

It is nice to bring use some local made material such as weaving as

the background of the signage.

Will it be appropriate to replace the standard signage?

Cultural Translations Sign

It is nice idea but it will only create familiarity with the local residents.

Personal Sign

It is a very nice idea. Passengers feel much relax with these personal
information because the personal sign are designed near the users
and it doesn’t affect the others.

Love Notes

Information overloads with these love notes.

It felt more like a commercial and passengers felt invaded with
commercial hanging around near them.

The placement of the love notes should be placed only at appropriate

area.

Alternative Screen

Nice idea to put on the ceiling.

24

Motion Detect Light

(Lights switches on automatically when the passengers go
near)

Energy saving idea.

Cultural Download

It gives the users some interesting activities to do while waiting.

Calm Area

The calm area is important but in the participatory design session, it

was invaded by the love notes.

Information Screen
(Increased the text size when there is more passengers
looking at the screen)

It understand the needs of the users and interact with the

passengers.

Work Station

The workstation is needed.

River with Information

Is a good idea but the information that were displayed on the

river should not be information about the flight or any important
information. It will work much better as a entertaining facilities that
provide daily headlines or information regarding the Umeå City.