Once Inside the New Airport

New Way Finding @ PIT Drives More Cohesive, Intuitive Experience

How easily passengers navigate an airport is an important factor in passenger satisfaction, and it’s critical to the success of any airport. Constructing the new PIT gives us the opportunity to rethink how we deliver on this critical element. As part of this rethink, we’ve dug deep into industry best practices and have been collaborating with passengers, team members, partners, and many others to take a fresh look at how we guide visitors. The results? New choices will reshape the experience visitors have at our airport, and knowing the specifics helps PIT badge holders help our passengers. Benefits include:

• Increased passenger satisfaction – When passengers receive clear, timely information throughout their airport experience, they feel more comfortable about their next steps and are more satisfied with their overall experience.
• Increased use of amenities and services – When passengers feel more confident, they are less likely to head straight to their gates, moving through the terminal with greater ease, smoothing traffic flows, and exploring services and amenities along the way.
• Time back for badge holders – Team members, volunteers and other badge holders spend less time redirecting confused visitors and more time on other “we got you” activities.

Wayfinding goes beyond signs to coordinate all the visual cues that guide people through space—static and digital signage and paid advertising as well as design elements, like lighting, and architectural features and landmarks.

Changes include:

Redesigned, accessible, and visitor-friendly information displays—so even first-time flyers can quickly and easily find what they need to know about flights, gates, and baggage.

More distance markers and dynamically generated wait times—so guests can better predict how far they have to go and how long it will take them.

• High-contrast colors and non-reflective sign surfaces – to improve readability on the move and meet modern accessibility standards. (Our current signs are not readable by people with color blindness, for example.)
• Less visual clutter – with “zones” prescribing where signage, information and media can be located to ensure navigational wayfinding stands out.
• New standards and guidelines for coordinated look and feel – to keep visual cues consistent and legible throughout the entire campus.