Sector: Transport

How do you know whether a wayfinding system, user journey or environment will work before people have to rely on it? For decades, much of wayfinding and user experience design has relied on professional judgement, accepted standards and precedent. These remain valuable, but they also carry assumptions. A solution may be familiar to the design team while remaining unclear to someone encountering the environment for the first time. The consequences often become visible only aft

In the dynamic environment of modern air travel, inclusive design has emerged as a cornerstone for enhancing the passenger experience. Moving beyond traditional notions of accessibility, which often focus solely on individuals with disabilities, inclusive design embraces the diverse needs of all travellers; be it parents with prams, individuals with heavy luggage, elderly passengers, or those with temporary injuries. By considering the full spectrum of human diversity, airpor

Airports are stressful. That’s not an opinion-it’s science. Research consistently shows that unfamiliar environments, time pressure, and lack of control are top contributors to passenger stress in transport hubs (Cohen et al., 2007; Correia et al., 2017). And in the airport context, all three often come together in one place: the terminal. But what makes an airport feel manageable-or overwhelming? The answer, often, is wayfinding. It's about the experience People tend to asso

Wayfinding is often described as the process of moving from one point to another, broken down into a series of decisions. But its impact goes far beyond that. How people find their way influences their confidence, comfort, experience, and even the operational and financial success of a place. When wayfinding is overlooked, inclusivity suffers, and so does everyone’s ability to use the space well. When navigating somewhere unfamiliar, our minds are often racing: “Should I go l