These reasons, as discussed in Section 2, including the need for effective and
efficient flow of people, are particularly important in the setting of transport terminals,
particularly airports. In this setting, passengers can be nervous, time-constrained,
come from different cultural backgrounds, are unfamiliar with the
language used, are inexperienced in the travel process and are in an unfamiliar
environment. If a wayfinding system based on principles and research is in
place in an airport, it may negate some of the negative aspects experienced by passengers.
The system could be used to direct the flow of people through the airport
terminal from one process centre to another; it would be able to provide the correct
information and direction for disabled passengers to correctly navigate their way
through the terminal; it would facilitate evacuation of the terminal in the event of
an emergency; it would reduce the tangible costs associated with passengers being
lost; and it could be used to reduce the frustration and stress of passengers
through the correct placement of signs and information. This would in turn
improve passenger satisfaction and experience. This improvement of course
needs to be balanced with an airport operator’s need to generate income from
retail outlets. A balance is required between erecting the correct wayfinding facilities
to allow successful wayfinding for passengers to get through the airport, and
the wayfinding elements they use to navigate people towards retails outlets. As
evidenced by this review, this balance can be informed by an understanding of
the important human and environmental factors required in the complex
process of wayfinding.