Boston Logan International Airport
BOS Improves the Passenger Experience with Visual Communications
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.
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 Case Study
West Virginia University Utilizes the FWI Software Platform to Crea...
West Virginia University, a land-grant institution home to more than 28,000 students at its Morgantown campus, is widely considered the state’s premier higher education institution. When WVU approached Four Winds Interactive in 2013, the University had a pre-existing digital signage network consi...View Case Study
This Central Florida Basketball Team's Fan Experience is a Slam Dun...
The home arena of this Florida NBA basketball team, is a state-of-the-art sporting and event venue with the ability to seat over 20,000 fans during home games. Early on, the team realized that due to their large fan-base, a solution dedicated to providing continuous fan engagement was a necessity.View Case Study
Improving Employee Communications in a National Healthcare System
Effectively communicating to front-line staff is a challenge faced by all healthcare facilities, regardless of their size. But at one of the largest healthcare systems in the nation, finding a solution to this challenge is a top priority.View Case Study
A Soaring Visitor Experience
This primary commercial airport serves the Las Vegas Valley and is operated by the Clark County Department of Aviation. This airfield is one of the busiest transportation hubs in the world, serving millions of travelers annually. This airport welcomes travelers to the Las Vegas experience and the...View Case Study