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Enhancing interconnectivity of short and long distance transport networks through passenger focused interlinked information-connectivityProject 266250. Coordinator: STAR www.ic-ic.eu
ICS Model Application @ Paris Charles de Gaulle Airport!Key insights!Author: Anna BERNAGOZZI, David SERRAULT"Stakeholder meeting, Paris - 28.06.2014
IC-IC
Contacts
Anna Bernagozzi"Visionary design professor and consultant""
EnsADLab, Ecole Nationale Supérieure des Arts Décoratifs. !"
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David Serrault"Interaction Design and Service design Consultat""
Self employed. !Currently : User Experience Innovation. PSA Peugeot-Citroën.!"
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Travellers panel
3
Qiqi & Jacques "P.""
44 & 50"China
Stéphanie "w.""
27 China
Ngoc "T.""
81"Cambodia
Taewa"H.""
30"South Korea
Hanle "K.""
35 South Korea
Eunbi S.""
21"South Korea4
First impressions at the airport
5
«I was happy to arrive to a country that according to everybody was considered as the most romantic . I was full of hope!»
«The airport atmosphere was darker than the Hong Kong one. I could understand the billboards as I could speak English and a little bit of French.»
«I was also strangely disturbed by the loudspeaker announcements in a language that was totally unfamiliar to me. I was highly perturbed and worried.»
«I was 11. Everything seemed dark to me (…) I couldn’t understand the characters of the signage. I was a little bit lost…»
«I was tired and I just wanted to quickly arrive to destination.»
«Wow! I’m in Paris!!! (…) I was lost because I couldn’t find my way out , I didn’t know what to do!»
6
Impressions during the journey
7
«We always plan our journeys long ahead. We also scale our luggages and read the flight company's flight instructions.»
«Luggages are often an obstacle in the public transports I generally use. There is not enough room in the train corridors and trains are often very crowded.»
« I'm also afraid of the crowd in general, so I always prepare my journey in detail. The day before the departure I'm always scared and I can't sleep.»
«I had no problem …the only was that there were many stairs and lifts were on maintenance….luckily my luggages were almost empty!»
«I mainly take the Roissybus but I find that there is not enough place for luggages and i’m also scared of losing them when there are many people in the bus.»
«In the RER there is not enough place to put the luggages, it stinks and there are a lot of homeless people…»
8
Demonstrator app evaluation.
9
10
A guidance to food stores was highly appreciated. Some would look at the food and drink category first. "
They also would like to know where they can buy food from their origin country. "
Access to transports timetables (especially first and last trains) would be appreciated
An application in native language is strongly appreciated. Even for english speaker, native language is often more confortable. It is very reinsuring.
Once they are in Paris, they would like to access to transportation and touristic maps within the application. "
Wifi is considered as a vital service! (especially for Korean travellers)
Embedded translation service is very helpful.
Images of typical local items as local transport ticket should be accompanied by a translation to further improve their communication potential "
A journey recommendation to the pre-booked hotel would be appreciated.
14
Test in-situ.
Arrival Level 2
Roissypole Terminal 3
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17
Stating the airport name at the arrival seems trivial but it’s a very explicit starting point and call to action.
We are interested in entering the final destination in advance. It is not easy to type it on the smartphone screen at the airport.
18
The roadmap screen is an efficient and reinsuring feature allowing to get an overview of the journey in the airport.
19
The compass feature is useful. It can help to avoid going to the wrong direction and get lost.
20
But it is not alway easy to use. Especially with several and heavy luggages.
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Adding contextual tips or warning to the compass in some critical steps of the journey would help even more to reduce stress and save time.
22
« Flat design » is elegant but less intuitive, especially for older users.
23
The local transport comparison screen is a super useful feature. (Mostly thanks to the price comparison)
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But I would like to know which option is the best with heavy luggages. I didn’t know that trolleys were forbidden in the airport shuttle.
25
Similarity of terminology in the app and the real world is critical.
26
I feel secure enough at the airport for using a smartphone like this but I wont do it in Paris streets or public transports.
27
The how to buy a ticket on a vending machine is a super useful screen as well.
28
Without this screen, I would have probably look for a human vendor. "
They are not always easy to find…
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and they are often crowded…
30
What would they do if they had more time and less stress at the
airport?
31
«We would read a (Chinese) book, go and look for some souvenir shops and look for local products in general or drink a coffee…»
«I would rest a bit having a coffee and eating something. I would buy a magazine and look for a wifi spot or a place to charge my phone battery.»
«I would call the family, go to the toilets, look for a calm place to rest a bit. I also would like to find a fountain with hot or ambient water temperature I often miss in Europe»
« If I had some time I would play with my telephone and look for wifi. I would also look for a cafe if I was hungry or thirsty…»
«If I had time I would go to eat and drink something. I would also look for a wifi spot.»
«If I don’t immediately go out I look for a place to eat. Eating is very important in Korea and the wifi is vital!»
32
Appendix
Interview 1 2 3 4 5 6 7Prénom/ First name Qiqi (femme de Jacques) Jacques (mari de Qiqi) Ngoc Stéphanie Eunbi Hanle TaewaPays d'origine/ Country of origin China, Wenzhou, Zhejiang's
provinceChina Cambodge China Corée du Sud/ South Corea Corée du Sud/ South Corea Corée du Sud/ South Corea
Votre âge / Age 44 50 81 27 21 35 30Profession/ Profession Immobilier (location)/ Real
estate (renting)Immobilier (location) Real estate (renting) Je cherche un travail/ Looking for a jobMusicienne/ Musician Estéticienne/ Esthetician Phisicien/ Phisician
Vous rappelez-vous la première foi que vous avez débarqué dans un aéroport parisien ?/ Do you remember the first time you landed in a parisian airport?
Oui, c'était en 1989, le 31 août/ Yes, it was the 31st of august 1989.
Oui, c'était en 1982 au mois de mai/ Yes, it was in 1982, in mai.
Oui. C'était Mai 1982/ yes, it was in mai 1982.
C'était il t'y a trois ans / It was three years ago.
Oui. 6 ans/ Yes, I was Three years old.
Oui. C’était en 2010/ Yes. It was 2010
Oui, c’était au mois de mars 2004/ Yes , It was march 2004.
Quelles ont été vos premières impressions ? / Do you remember your first impressions?
Que l'aéroport était grand et propre. A l'époque la Chine était un pays fermé et l'aéroport représentait la liberté mais aussi j'avais peur de me perdre. Heureusement quelqu'un de ma famille, mon oncle, est venu me chercher à l'aéroport! / The airport was big and clean. At that time China was a closed country and the airport to me was just freedom but I was also scared to get lost...Luckily someone from my family, my uncle, came to pick me up at the airport.
J'était heureux d' arriver dans un pays pays à la renommée si romantique et plein d'espoir./ I was happy to arrive to a country that according to everybody was considered as the most romantic . I was full of hope!
On ne parlait pas de tout la langue locale et on était complètement perturbés par les caractères inconnus de l'alphabet occidental affichés par les panneaux signalétiques. Les annonces par haut parleur étaient aussi étrangement dérangeants car on ne le comprenait pas de tout. On été très perturbes et inquiets./ We didn't speak the local langage (French) at all and I was completely perturbed by the unknown characters of western alphabeth on billboard panels. I was also strangely disturbed by the loudspeaker announcements in a language that was totally unfamiliar to me. I was highly perturbed and worried.
L'aéroport était sombre par rapport à Hong Kong. Les signalétiques était compréhensibles car je parlait l'anglais et un peu le français/ The airport atmosphere was darker than the Hong Kong one. I could understand the bllboards as I could speak English and a little bit of French.
Ouahoo ! Ce dire que l’on est à Paris. Le temps était couvert, gris pluie. Regardé la temperature. C’était l’automne. Je ne savait pas ou était la sortie, ce que je devait faire/ Wow! I’m in Paris!!! But the weather is dull and it rains…I look at the temperature…it was automne. I was lost because I couldn’t find my way out , I didn’t know what to do!
J’était contente d’être à Paris et curieuse de découvrir la ville. J’était fatiguée et pressée d’arriver à destination. Je n’ai pas fait attention à l’environnement de l’aéroport./ I was happy to be in Paris and curious to discover the town. I was tired and I just wanted to quickly arrive to destination. I din’t pay attention to the atmosphere at the airport.
J’avais 11 ans. Tout était sombre pour moi …les gens étaient de différentes ethnies et je ne comprenais pas l’écriture. J’étais perdu… surtout que j’était seul avec ma soeur de 13 ans. J’avais peur mais c’était en même temps l’aventure, la liberté!/ I was 11. Everithing seemed dark to me…people looked strange and with many different skin colours and I couldn’t understand the carachters of the signages. I was a little bit lost…also because I was alone with my sister who was 13. I was a little bit scared but also excited because it was an adve,ture!
Par quel moyen de transport avez-vous rejoint Paris, ou votre destination finale ? / How did you get to central Paris or your final destination?
En voiture / By car En voiture. Quelqu'un de la famille est venu me chercher /By car. Someone from my family came to pick me up.
Quelqu'un de la famille est venu nous chercher et on a pris les transports en commun / Someone from my family came to pick me up and we took plublic transports to get to our destination.
C'est ma famille qui est venu me chercher / My parents came to pick me up.
En taxi. J’ai vécu chez ma professeur qui habitait en banlieue. C’etait trop long d’y aller en transports en commun./ I took the taxo with my professor that was living outside Paris. It was too distant to take public means of transport.
J’ai pris un taxi et tout c’est bien passé même s’il y a eu des embouteillages…et j’ai du payer 80 euros…/ I took a cab and everything was allright even if we were a little bit stucked into traffic jams…I had to pay 80 euros.
Mon père nous avait tout expliqué et on est été aidé par les gens….ils nous ont aussi surclassé en avion en voyant deux enfants seuls. On a pris l’RER tout seuls. On savait seulement comment acheter les billets au guichet et on avait retenu le nom RER. On allait chez des amis de famille. / My father had explained the journey very plecisely before our departure and also people helped us. Even on the plane they put us in first class when they saw two kids alone, yeah! We took the RER alone. We knew exactely whet to say to buy a ticket and we knew the word « RER ». We were going to stay at our dad’s friends home.
Interview 1 2 3 4 5 6 7Avez-vous rencontré des difficultés pour vous orienter ? Si oui, lesquelles ? / Did you have any problem in finding your direction ? If yes, which one?
Pas des difficultés particulières / No problem in particular.
Non / No Non, car on était guidés / No, because we were guided
Non / No Pas à l’arrivée, mais plus tard : Les grèves…. Je ne savait pas trop utiliser le metro à Paris. Le métro de Paris lui semble plus facile à utiliser qu’en Corée. Plus petit, les stations sont moins grandes. / Not particularly when I arrived, but later I was disturbed by all these strikes…I didn’t know how to use the metro in Paris even if it seemed easier that in Corea. Station are smaller than in Seul.
Non,les indications étaient claire. Une autre fois j’ai voulu prendre le bus et trouver les quais c’était difficile…/ No, signals were comprehensible to me. Another time I wanted to take the bus and I found it very difficult to find the bus station…
On avait un grand problème de langue mais grâce aux instructions précises de mon père on était bien préparés et on n’as pas eu de problèmes./ We had a language problem but thanks to the precise indications of our daddy we where very well prepared and we had no problem.
Prenez-vous souvent l'avion dans des aeroports parisiens ?/ Do you often fly from Paris?
Une à deux fois par an / One to two times a year
Oui, souvent deux grand voyages par an./ Yes, often two long distance flights a year.
Une fois par an on se retrouve avec la famille dans des pays différent, toujours des longues distances / Once a year we met with the family in a different country and we always take long distance flights.
Oui. Une fois par an sur des courtes distance (Europe) / Yes. Once a year to European destinations.
Je partais en Corée tous les trois mois au début. Je prenais le taxi au début. Après mon amis m’accompagnait en transports en commun / Roissybus ou RER. / I used to fly to Corea every three monts at the beginning and I usually took the cab. After that my boyfriend used to bring me by public transports and we took either Roissybus or RER.
Oui! Une fois par ans sur long currier, surtout l’été/ Yes, once a year a take a long courrier, mainly during the summer.
Non, pas souvent. / No, not often!
Quels sont les problèmes que vous rencontrez le plus souvent sur le trajet entre chez vous et l'embarquement ? / What kind of problems do you mostly encounter on your journey between your departure point and the boarding?
Pas de problème particulier, on se prend toujours à l'avance et on prépare bien notre voyage (on pèse les valises, on lit lit les consignes de la compagnie aérienne, etc.) No problem in particular. We always plan our journeys long ahead. We also scale our luggages and read the flight company's flight instructions.
Voir réponse de Qiqi / See Qiqi answer.
J'ai très peur des imprévus que je peux rencontrer le long du trajet, comme la grève et les retards en générale et j'ai aussi peur de la foule, donc je prépare très bien mon voyage. La veille de mon départ j'ai toujours peur et je n'arrive pas à dormir / I'm always afraid of the bad surprises along the journey (strikes and delays for examples) and I'm also afraid of the croud in general, so I always prepare my journey in detail. The day before the departure I'm always scared and I can't sleep.
Les bagages sont souvent un obstacle dans les transports en commun que je prend d'habitude. Il n'y a pas assez d'espace dans les couloirs et les trains sont souvent pleins de gens. Il n'y a pas assez d'ascenseurs dans la ville. A Châtelet les Halles je suis souvent perdue au niveau de la signalétique. l'RER B est sale et à souvent en retard. Si je peux j'évite de le prendre. Je préfère prendre le bus. On voit le paysage et il nous amène en centre ville au même prix que le RER / Luggages are often an obstacle in the public transports I generally use. There is not enough room in the train corridors and trains are often very crowded. Elevators are also often missing. I often get lost in Châtelet les halles as the signage system there is really poor.the RER B is really dirty and often late. If I can I prefer to take the bus to the airport: you can enjoy the landscape and you get direcly to the town center at almost te same price as the RER.
Cette fois ci j’ai pris le roissybus, mais embouteillages sur le chemin. (a cause des grèves, opération escargots des taxis) Finalement, ils descendent a clignancourt et prennent le metro et le RER. Abandonnent des coréens à leur sort. « chacun pour sois dans ces cas là ». Aussi, pas assez de place pour mettre les bagages. Le RER B « pue » et il y des clochards…/ When I take the Roissybus there is very often a lot of traffic along the way…there are also very often strikes…once I had to get of the bus and take the RER at Clignancourt. I felt abandoned….a very selfish attitude of the people on the way….In the RER there is not enough place to put the luggages, it stinks and there are a lot of homeless people…
j'ai pris souvent le bus mais plus part du temps, il n’y avait pas assez de places pour les valises et on a eu peur de les perdre quand il y a beaucoup de gens dans le bus / I mainly take the Roissybus but I find that there is not enough place for luggages and i’m also scared of losing them when there are many people in the bus
La dernière fois j’ai pris l’RER…pas de problèmes à signaler sauf les nombreux éscaliers et l’ascenseur en panne…heureusement mes valises étaient presque vides!/ Last time I took the RER…I had no problem …the only was that there were many stairs and lifts were on maintenance….luckily my luggages were almost empty!!
Interview 1 2 3 4 5 6 7Quelles sont les différences entre les aeroport de votre pays d'origine et les aeroports français ? / What are the main differences between the airports in your country of origin and French airports?
Les départ dans aéroport français sont pour la plupart à l'heure. Chez nous il y a souvent 1/2 heures de retard / In France the departures are almost always on time. In our country there are very often 1 to 2 hours delay.
Même réponse de Qiqi / see Qiqi answer.
Les aéroport français sont très cosmopolites, en Asie la majorité de la population des aéroports est asiatique et cela ça nous marque beaucoup et est cause de stress ( en cas de besoin on est plus gêné pour poser des questions, par exemple). Il serait bien d'avoir des hôtesses d'accueil d'origine asiatique pour nous rassurer / French airports are very cosmopolitan. In Asia most of the population are asiatic and this influences us a lot and engenders stress (in case for example we need to ask information to somebody..).
J'ai l'impression que les signalétiques sont mieux faites dans mon pays. En France il trop d'informations pas bien hiérarchisés et cela crée de la confusion. Malgré la grand taille des aéroports de mon pays d'origine, je me sent moins perdue / I have the impression that the signage is better in my country of origin. In france there are too many informations not well hiererchised and this can cause a lot of confusion. Desipite the huge size of airports in my country, I never feel lost there.
La propreté. Le wifi. La climatisation. A paris les stations sont proches, donc si on se perd, on trouve facilement une station de metro et on retrouve son chemin. Et dans le metro en France, il y a des metros plus souvent/ Here is less clean than in Corea. There are problems with the wifi connection and air conditioning. In Paris the stations are very close to each other and if we get lost we easily fond our way again. The frequency is also better than in Corea.
D’abord il y a beaucoup d’agents d’accueil (personnel de l’aéroport) qui nous guident pour trouver les sorties et les transports en commun qu’il nous faut. L’aérogare est très comfortable, il a beaucoup de climatisation l’été et de chaleur l’hiver. On peut passer du temps à prendre dans les nombreux cafés pas cher par exemple. Il y a beaucoup de soldat dans l’aéroport et ça fait un peu peur car on pense qu’il a un danger./ In Corea there’s a lot of airport staff to welcome and assist the people coming to Corea. They help us finding the way out and the way to public transports. Airports are very comfortable, there is a lot air conditioning in the summer and heating in winter. We wan spent time to drink or eat in very cheap cafes. In france there are often a lot of soldiers in the airport and we immediately feel scared because we feel in danger.
Chez nous on a une mentalité du « client roi ». On ne peut pas parler avec les serveurs par exemple…les clients c’est les clients…on se sent très importants et bien accueilli, des fois même trop bien accueilli!/ In Corea the « client is king ». They are at the service of the traveller, they don’t start to talk or exchange with the traveller…clients are clients…You feel very important when you arrive in Korea and I like this feeling, even if sometimes is even too much!
Possedez-vous un smartphone ? Do you own a smartphone?
Non /No Oui / Yes Non /No Oui/ Yes Oui/ Yes Oui/ Yes Oui/ Yes
Si oui, Est ce que vous vous en servez parfois pour vous orienter ? Avec quel logiciel ? / If yes, do you use it to get directions? With which application?
Non /No Non / No Non / No Google map ou si je me déplace en métro j'utilise l'application de l'RATP / I alxays use Google map or if I use the metro I use the RATP application.
Oui, toujours. Application RATP, google maps./ Yes, always. RATP application, google maps
Oui, j’utilise Google map et le site de l’RATP/ Yes, always. RATP application, google maps
oui, j’utilise souvent Google et le site de l’RATP…/ Yes, always. RATP application, google maps
Si vous disposiez de plus de temps à l'aéroport, que feriez-vous ? / If you had more free time at the airport, what would you do?
Je lirais un livre. Je regarderais les boutiques de souvenirs et les produits locaux en général / I would read a (chinese) book. Iwould go and look for some souvenir shops and look for local products in general
Faire un tour dans les magasins, boire un café.... On préfère les billets directs même si un peu plus chers, c'est moins fatiguant!/ I would go for some shopping, to drink a coffee....but I prefere direct flights even if they're a little bit more expensive, it's more relaxing!
J'appellerais la famille pour les rassurer que je suis bien arrivée à l'aéroport et j'irais au toilettes. J'aimerais aussi avoir un lieu tranquille pour me reposer. J'aimerais aussi trouver une fontaine d'eau chaude ou à température ambiante / I would call the family to tell them that I'm well arrived at the airport and I would go to the toilets. I wouls also look for a calm place to rest a bit. I also would like to find a fountain with hot water or ambient temperature that often I miss in Europe.
Je me poserai prendre un café et grignoter quelque chose, j'irais acheter des magazines et chercher un endroit avec wifi et où charger mon téléphone / I would rest a bit having a coffe and eating something. I would buy a magazine and look for a wifi spot or a place to charge my telefon battery.
If I don’t immediately go out I look for a place to eat. Eating is very important in Corea and als the wifi is vital!
If i have time I go to eat and drink something. I also look for a wifi spot.
SI j’ai du temps je joue avec mon téléphone et je cherche un wifi. Je vais aussi chercher un café si j’ai faim ou soif. / If I have some time I play with my telephone and look for wifi. I also look for a cafe if I’m hungry or thursted…
ICIC Prototype for the Airport users evaluationScreen 1 : Home Screen She took the responsability to
manage the orientation letting her husband to push the trolley containing the luggages.
Felt reinsured by the arrival confirmation text. (not a functional use but it states explicity a starting point)
The user notify the text confirming he has arrived at destination.
Screen 2 : Final Destination entry
It takes some times to enter the adress. Something to do before the arrival if possible
Difficulties to enter the destination. Not a smartphone user.
No difficulties
Screen 3 : Destination confirmationScreen 4 : Transport modality selection
As they are two, she would prefer to take a taxi.
Very interesested by the ability to compare several modes with prices and duration.
The user appreciate to have the possibility to choose between several modes. He would prefer to select to travel by bus as she consider that the local train (RER) is dirty.
Price information is very usefull, the most important info for her.
It woult be usefull to know which transport option is best for traveler with many or heavy luggages. For instance know wich one have a limited accessibility to trolleys
Screen 5 : Roadmap It is reinsuring to see the journey details.
The little arrows on the roadmap to open the guide for each step are not affordant enough. She didn't realised that it was possible to clic on each step to get more details.
Screen 6 : Compas As the arrow was not really indicating the direction, they made a mistake and went straight forward instead of turning to the correct lift. Some of the lifts reach the airport shuttle level and some of them don't. A common mistake for the travelers at CDG 1 terminal.
at the entry of the airport shuttle platform, a barrer prefent travelers to enter with they trolley. He stayed stuck for a while thinnking that the entry was forbidden.
The users had difficulties to push the trolley with only one hand keeping the smartphone with the compass in the other. At the RER Station, she hesitates to get out the shuttle because there was no signage on the platform confirming that she was arrived.
She use spontaneously the "next step button" to get the instructions on where she has to go next. Use fluently both information from the mobile application and signage on the environnement at the same time. At the RER shuttle station she had a doubt as the label on the compass was not the same than the one on the shuttle line map. It is important to use exaclty the same label in the application than in the static signage of the airport as differences can create strong cognitives dissonances.
Would like to have more information on some steps. By example, to know that it is not possible to use the trolley in the airport shuttle
take care to the places labels. Replace "RER B station" by "Terminal 3 roissypole" as it is the way it is diplayed in the station.
If he had the knowlege that he had to handle the lugguages at some point he would have choosen an other transport option.
Screen 7 : How to buy a ticket Considered as usefull. But she would prably go directly to the local transport ticket office instead of using a ticket selling machine.
She expressed that she had often difficulties to buy a ticket in Paris local transports system. She would look for a ticket vending office anyways.
No problems Very usefull. Would go to the ticket vendor without this.
Very interesting to have the howto in korean here. Even in english, it is very difficult to use a ticket machine in France.
ICIC Demonstrator app focus group evaluationHome screen Would be interested in restaurant information first. Usually food available in airport is
not very good.People from asia are alway interested in finding places where they can find food from their origin countries.
Journey planning If they have booked an hotel, they would like to find immediatly the direction information to reach the hotel
facilitate the organisation of the jouney to the hotel. Provide an hotel list, or a search engine dedicated to the hotel search. If the user has booked an hotel, why not connect with the hotel reservation ?
Journey planning Would like to access to a transport mapTicket Ticket feature : interesting, but just the image is not enough, would add a text with it :
"I would like this in order to go to ... please" Customs policies Usally, koreans use to prepare their baggages at home with no care to the policies and
they realise the restrictions at the airportCustoms policies They feel that the law changes often Notify when policie have changed. A "news" category ?Customs policies For tourists, it is more usefull to know what they can buy at the destination and bring
back (souvenirs, parfumes, alcohol ...)they all know what a QR code is and how to use itThey expect the app to show the way when they are at destination
Language Having a application is their native language is strongly appreciated. Even if they can read english, it is much more reinsuring and confortable to read in their own language. Most korean have no opportunities to use english in their countries.
Local transports They would like to get information on the first and last train of the day. Sometimes, flights arrive to early or to late to get the train.
