GatePal – Universal Design for Airport Navigation to Allow Departing Travellers to Stay Informed

Liu, Yilin Elaine; Harrington, Christina; Melgen, Sarah; Sanford, Jon A.

doi:10.1007/978-3-319-40238-3_56

Cited by 2 publications

(2 citation statements)

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“…The push notifications they offer are also not aligned with the current workflow-state of the user. While Liu et al . (2016) did perform a task in a similar research context than we do, their goals was to specifically assist users with disabilities; they focused exclusively on the time consumption of passenger service activities.…”

Section: Related Workmentioning

confidence: 99%

“…FlyTalk Awori et al ., 2012; GatePal Liu et al ., 2016) and many others[2] have a commercial focus (see Radaha and Johnson, 2013; Matthews, 2015 for non-exhaustive overviews). All but GatePal (Liu et al ., 2016), App in the Air (Pronin, 2018) and FRAnky (FraportAG, 2018) provide context-sensitive features; none of the systems, however, tracks the user’s state within the workflow. The push notifications they offer are also not aligned with the current workflow-state of the user.…”

Section: Related Workmentioning

confidence: 99%

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Towards task-sensitive assistance in public spaces

Kilian

Kattenbeck

Ferstl

et al. 2019

AJIM

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Purpose Performing tasks in public spaces can be demanding due to task complexity. Systems that can keep track of the current task state may help their users to successfully fulfill a task. These systems, however, require major implementation effort. The purpose of this paper is to investigate if and how a mobile information assistant which has only basic task-tracking capabilities can support users by employing a least effort approach. This means, we are interested in whether such a system is able to have an impact on the way a workflow in public space is perceived. Design/methodology/approach The authors implement and test AIRBOT, a mobile chatbot application that can assist air passengers in successfully boarding a plane. The authors apply a three-tier approach and, first, conduct expert and passenger interviews to understand the workflow and the information needs occurring therein; second, the authors implement a mobile chatbot application providing minimum task-tracking capabilities to support travelers by providing boarding-relevant information in a proactive manner. Finally, the authors evaluate this application by means of an in situ study (n = 101 passengers) at a major European airport. Findings The authors provide evidence that basic task-tracking capabilities are sufficient to affect the users’ task perception. AIRBOT is able to decrease the perceived workload airport services impose on users. It has a negative impact on satisfaction with non-personalized information offered by the airport, though. Originality/value The study shows that the number of features is not the most important means to successfully provide assistance in public space workflows. The study can, moreover, serve as a blueprint to design task-based assistants for other contexts.

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Section: Related Workmentioning

confidence: 99%