BOS Improves the Passenger Experience with Visual Communications
Boston Logan International Airport
Massport connects New England with the world while promoting economic growth and opportunity, enhancing the quality of life for New England residents and protecting the freedom to travel safely, securely, efficiently, and cost-effectively.
Massport owns and operates an integrated world-class transportation network, including Boston Logan International Airport (BOS); Worcester and Hanscom Regional Airports; and Boston Cruiseport and Conley Shipping Terminals.
Over the past decade, Massport and its transportation partners have invested significant funds to improve and modernize their facilities and equip them with the latest timesaving and customer service amenities to give their travelers a safe, comfortable and convenient travel experience. One of the latest enhancements comes in the form of its new Digital Passenger Information Program (DPIP) at Boston Logan International Airport.
Boston Logan's primary challenge was the vast amount of audio and visual clutter throughout its sprawling facility, including various systems and displays from different vendors. While the myriad of disparate signage in the airport relayed important information to customers, the mediums of communication varied greatly: static signage and wayfinding, static and digital advertising, live TV, audio and visual paging, FIDS, BIDS, GIDS and Curb Nextbus.
What needed to be done:
- Reduce signage clutter and inconsistencies
- Provide a better experience for passengers
- Increase the relevancy and content of communications
The DPIP has been a huge success for Boston Logan International Airport. Boston Logan conducted pre- and post-implementation focus groups with passenger intercepts and interviews.
The goal of the interviews was to see what was or wasn't working for the DPIP users. One of the largest and most constructive pieces of feedback was on map unification and simplification, which has driven the teams to redesign and streamline facility mapping.
- ENHANCED COMMUNICATION CONSISTENCY
The DPIP provided a better, more consistent passenger experience by providing contextual and relevant communication in each terminal with centralized display management while offering local control for specific changes.
- BOOSTED CONCESSION REVENUE
BOS's digital signage has made it easier for passengers to locate shopping, dining, and other airport amenities with step-by-step directions, which, in turn, increases foot traffic to those terminal locations.
- IMPROVED PASSENGER EXPERIENCE
FWI's digital signage solution helps BOS travelers locate specific gates, concourses, baggage carousels, restaurants, and more, providing an easy and efficient passenger experience and ultimately increasing their satisfaction.
- INCREASED OPERATIONAL EFFICIENCY
With a single software solution, BOS minimizes the resources needed to manage a network of digital displays.
- SURPASSED PASSENGER EXPECTATIONS
FWI's digital signage solution provides a powerful, comprehensive communication tool increasingly expecting to be integrated into their day-to-day lives. Since implementing the boarding pass scanners, Art of Context has estimated that they are used by 15% of passengers, which is extremely high usage.
VOX Cinemas—Creating an Immersive Guest Experience Through Visual C...
VOX Cinemas provides an unmatched guest experience that starts upon entering the complex and extends through their five unique viewing opportunities. From the exclusive 4DX experience with motion seats and effects like rain, fog and wind through their Michelin Experience THEATRE by Rhodes, l...View Story
MGM Resorts International Cashes in with Visual Communications
MGM Resorts International is one of the premier gaming, hospitality and entertainment companies in Las Vegas. Their enterprise includes over 42,000 hotel rooms, 350 food and beverage venues, 450 Retail outlets, 3 million square feet of convention space, 1.5 million square feet of casino floor, pl...View Story
Courtyard by Marriott Uses Visual Communications to Improve the Gue...
In order to meet the evolving needs of their business travelers, Courtyard by Marriott underwent a brand transformation in 2007. They aimed to create new socially inviting spaces that were equal-parts relaxing and functional.View Story
Honor Society is Building a Brand Through Visual Communications
Although Honor Society’s primary focus is on quickly crafting delicious, locally sourced and nutrient dense meals for their guests, their aspirations extend beyond those of a typical restaurant. The founders of Honor Society believe that the health of the community and environment are just as imp...View Story
How is FWI's Employee Engagement Rate 133% Higher than the National...
In 2010, we began using our software to create an internal Visual Communications network for our 150 employee team. We designed and deployed custom applications for each employee group and function and displayed them on screens around our office. We focused on improving three key areas of our bus...View Story
Wildlife Protection and Education Through Innovative Technology
Wildlife Protection Solutions (WPS), an international non-profit organization based out of Colorado, is reimagining wildlife protection and education. Their focus extends beyond the typical approaches surrounding those pursuits, as WPS repurposes state-of-the-art technology to save the lives of e...View Story