The future passenger experience: A shift from physical to virtual design

The importance of passenger experience in aviation has become well understood in the last several years. It is now generally accepted that the provision of good passenger experience is not an option, but a necessity, from an aviation profitability perspective. In this paper, we paint a picture of the future passenger experience by consolidating a number of industry and research perspectives. Using the future passenger experience as a starting point, we explore the components needed to enable this future vision. From this bottom-up approach, we identify the need to resolve data formatting and data ownership issues. The resolution of these data integration issues is necessary to enable the seamless future travel experience that is envisioned by the aviation industry. By looking at the passenger experience from this bottom-up, data centric perspective, we identify a potential shift in the way that future passenger terminals will be designed. Whereas currently the design of terminals is largely an architectural practice, in the near future, the design of the terminal building may become more of a virtual technology practice. This of course will pose a new set of challenges to designers of airport terminal environments.

Deconstructing expected passenger experience in airports

The effect of passenger satisfaction on airport profitability has been widely acknowledged in the aviation industry. As a result, there has been much attention directed towards developing a deeper understanding of the factors that influence the passenger experience. In this paper, we explore passenger experience from a novel perspective - that of the activities expected to be undertaken by passengers while in the airport terminal building. Using the Taxonomy of Passenger Experience (TOPA) as our framework, we look at the pre-travel interview data of 48 participants. The results of our analysis are used to construct an activity-centred account of the expected passenger experience for international departures. Our exploration of the expected passenger experienced revealed that not all of the TOPA activities have an equal impact on the passengers' expected experience. The processing, consumptive, preparatory and queuing activity groups featured most prominently in passengers' accounts of their upcoming airport experiences. Of these, the preparatory category was found to have the most direct impact on passenger satisfaction. Additionally, our analysis indicated that utilising queue time to prepare passengers for upcoming processing activities could have a positive effect on both satisfaction and processing efficiency. A further outcome of this research was the observation that "shopping" did not form a part of the expected experience of any of the interviewed participants. The outcomes of this study can be used by airports to assist in the management of passengers' expected experience in the terminal building. As passenger expectations and passenger satisfaction are intrinsically linked, understanding which activities have the most impact on satisfaction provides a basis from which alternate design choices can be evaluated when constructing, or fine-tuning, airport terminal designs.

Feminism and art in 2013 : a panel discussion

Brisbane-based artist and Founding Co-Director of LEVEL artist run initiative Courtney Coombs reports on a one day forum about Feminism and Art held at LEVEL on International Womens Day 2013. LEVEL is focused on providing opportunities for female visual artists and generating dialogue around gender and arts practice. To listen to podcasts from the event visit http://www.ciprecinct.qut.edu.au/archive/2013/feminism-art.jsp

WIL-power: Developing journalism students' intercultural communications and international reporting skills on field trips to Vietnam

This article examines journalism students' learning experience that is intercultural, immersive and intensive. Accounts of 'intercultural' experience date back to Herodotus of Halicarnassus; 'immersion' is integral to contemporary practice in language learning; and 'intensive' delivery has been refined to an art by postgraduate business education. Together they can be grouped under the broader pedagogical concept of work-integrated learning (WIL). This article examines two WIL projects that involved field trips by journalism students to Vietnam in 2012 and 2014, and their implications for future WIL initiatives.

Studying industrial design : Exploring the experience of female students

Despite a significant increase in the number of women enrolling and graduating from design courses, the reality is that women remain ‘invisible’ in the design profession (Bruce, 1985). Over two decades ago, Bruce and Lewis (1990) argued that women were less likely than men to be designers due to three key gendered hurdles: the completion of a design degree, getting a design job and obtaining success in a design job. This paper focuses specifically on Australian women’s experience of hurdle one: the completion of a design degree, utilising industrial design as a case study. Semi-structured interview questions (exploring issues such as experience in class and the workshop, accessibility of the course and content, types of projects etc) were recorded and transcribed verbatim, with a thematic analysis conducted to better understand women’s experiences in completing their industrial design degree. This paper focuses on one key theme “navigating the design studio”, which comprises of three sub-themes: design skill development, the workshop experience and course evaluation. These findings highlight the need to understand the educational experience to ensure female designers remain motivated and eventually employable.

XD: Experience Design Magazine (Issue One)

XD: Experience Design Magazine is an interdisciplinary publication that focuses on the concept and practice of ‘experience design’, as a holistic concept separate from the well known concept of ‘user experience’. The magazine aims to present a mixture of interrelated perspectives from industry and academic researchers with practicing designers and managers. The informal, journalistic style of the publication aims to simultaneously provide a platform for researchers and other writers to promote their work in an applied way for global impact, and for industry designers to present practical perspectives to inspire a global research audience. Each issue will feature a series of projects, interviews, visuals, reviews and creative inspiration – all of which help everyone understand why experience design is important, who does it and where, how experience design is done in practice and how experience design research can enhance practice. Contents Issue 1 Miller, F. Developing Principles for Designing Optimal Experiences Lavallee, P. Design for Emotions Khan, H. The Entropii XD Framework Bowe, M. & Silvers, A. First Steps in Experience Design Leaper, N. Learning by Design Forrest, R. & Roberts, T. Interpretive Design: Think, Do, Feel Tavakkoli, P. Working Hard at Play Stow, C. Designing Engaging Learning Experiences Wood, M. Enhance Your Travel Experience Using Apps Miller, F. Humanizing It Wood, M. Designing the White Night Experience Newberry, P. & Farnham, K. Experience Design Book Excerpt

Emergence in interactive artistic visualization

This research draws on theories of emergence to inform the creation of an artistic and direct visualization. This is an interactive artwork and drawing tool for creative participant experiences. Emergence is characteristically creative and many different models of emergence exist. It is therefore possible to effect creativity through the application of emergence mechanisms from these different disciplines. A review of theories of emergence and examples of visualization in the arts, is provided. An art project led by the author is then discussed in this context. This project, Iterative Intersections, is a collaboration with community artists from Cerebral Palsy League. It has resulted in a number of creative outcomes including the interactive art application, Of me with me. Analytical discussion of this work shows how its construction draws on aspects of experience design, fractal and emergent theory to effect perceptual emergence and creative experience as well as to facilitate self-efficacy.

Terra Preta (Agriculture+Art+Algorithm)

Terra Preta is a site-specific bio-energy project which aims to create a synergy between the public and the pre-existing engineered landscape of Freshkills Park on Staten Island, New York. The project challenges traditional paradigms of public space by proposing a dynamic and ever-changing landscape. The initiative allows the publuc to self-organise the landscape and to engage in 'algorithmic processes' of growth, harvest and space creation.

A survey of patients' experience of pain and other symptoms while receiving care from palliative care services

Context In Australia, patients at the end of life with complex symptoms and needs are often referred to palliative care services (PCSs), but little is known about the symptoms of patients receiving palliative care in different settings. Objective To explore patients’ levels of pain and other symptoms while receiving care from PCSs. Method PCSs registered through Australia's national Palliative Care Outcomes Collaboration (PCOC) were invited to participate in a survey between 2008 and 2011. Patients (or if unable, a proxy) were invited to complete the Palliative Care Outcome Scale. Results Questionnaires were completed for 1800 patients. One-quarter of participants reported severe pain, 20% reported severe ‘other symptoms’, 20% reported severe patient anxiety, 45% reported severe family anxiety, 66% experienced depressed feelings and 19% reported severe problems with self-worth. Participants receiving care in major cities reported higher levels of depressed feelings than participants in inner regional areas. Participants receiving care in community and combined service settings reported higher levels of need for information, more concerns about wasted time, and lower levels of family anxiety and depressed feelings when compared to inpatients. Participants in community settings had lower levels of concern about practical matters than inpatients. Conclusions Patients receiving care from Australian PCSs have physical and psychosocial concerns that are often complex and rated as ‘severe’. Our findings highlight the importance of routine, comprehensive assessment of patients’ concerns and the need for Specialist Palliative Care clinicians to be vigilant in addressing pain and other symptoms in a timely, systematic and holistic manner, whatever the care setting.

Temporal

An evolving meditation upon the complex, periodic processes that mark Australia’s seasonality, and our increasing ability to disturb them. By amplifying and shining light upon a myriad of mysterious lives lived in blackness, the work presents a sensuous, deep engagement with the rich, irregular spectras of seasonal forms: whilst hinting at a far less comforting background increasingly framed by anthropogenic climate change. ’Temporal’ uses custom interactive systems, illusionary techniques and real time spatial audio processes that draw upon a rich array of media, including seasonal, nocturnal field recordings sourced in the Bundaberg region and detailed observations of foliage & flowering phases from that region. By drawing inspiration from the subtle transitions between what Europeans once named ‘Summer’ and ‘Autumn’ and the multiple seasons recognised by other cultures, whilst also including bodily disturbances within the work, ’Temporal’ creates a compellingly immersive environment that wraps audiences in luscious yet ominous atmospheres beyond sight and hearing. This work completes a two year long project of dynamic mediated installations that have been presented in Sydney, Beijing, Cairns and Bundanon, that have each been somehow choreographed by environmental cycles; alluding to a new framework for making works that we named ‘Seasonal’. These powerful, responsive & experiential works each draw attention to that which will disappear when biodiverse worlds have descended into an era of permanent darkness – an ‘extinction of human experience’. By tapping into the deeply interlocking seasonal cycles of environments that are themselves intimately linked with social, geographical & political concerns, participating audiences are therefore challenged to see the night, their locality & ecologies in new ways through extending their personal limits of perception, imagery & comprehension.

Principles of experience design for airport terminals

In this thesis, the issue of airport terminal design is examined from a novel perspective: that of the passenger rather than the airport operator. A qualitative approach, based on interviews with 199 passengers at Brisbane International Terminal was adopted. The outcomes of this research make the following three key contributions to existing knowledge: (i) identification of a paradox in the Level of Service metrics, (ii) development of a conceptual model of passenger experience and six design principles and (iii) contribution towards advancing the theoretical knowledge about passengers and their experience in airport terminals.

Art and science as creative catalysts

Science, Art and Science Art collaborations are generally presented and understood in terms of their products. We argue that the process of Science art can be a significant, even principal benefit of these collaborations, even though it may be largely invisible to anyone other than the collaborators. Hosting the Centenary of Canberra Science Art Commission at the Commonwealth Scientific and Industrial Research Organisation (CSIRO) has shown us that while Science and Art pursue orthogonal dimensions of creativity and innovation, collaborators can combine these directions to access new areas of imagination and ideas.

Re-examining online customer experience to include purchase frequency and perceived risk

This research examines the important emerging area of online customer experience (OCE) using data collected from an online survey of frequent and infrequent online shoppers. The study examines a model of antecedents for cognitive and affective experiential states and their influence on outcomes, such as online shopping satisfaction and repurchase intentions. The model also examines the relationships between perceived risk, trust, satisfaction and repurchase intentions. Theoretically, the study provides a broader understanding of OCE, through insights into two shopper segments identified as being important in e-retailing. For managers, the study highlights areas of OCE and their implications for ongoing management of the online channel.

Pharmaceutical review - Queensland Health’s experience

In 1990 Charles Hepler and Linda Strand published a sentinel paper and coined the term ‘Pharmaceutical Care’. This was defined as ‘that component of pharmacy practice which entails the direct interaction of the pharmacist with the patient for the purpose of caring for that patient’s drug-related needs’.1 In 1996 the Regional Pharmaceutical Officers’ Statement of Principles and Standards of Good Practice for Hospital Pharmacy in the UK stated that ‘All patients will receive the medicines to meet their agreed therapeutic objectives throughout the course of their treatment. This requires that the care plan for each patient identifies the correct choice of medication and is supported by systems for the provision of medicines…’