Status Transparency is integral to best in class user experience design

A key element of delivering a best in class user experience design is being able to provide users with visual feedback on their user journey – providing comfort and peace-of-mind as to how far through, and how much longer they have to complete their journey. This is referred to as status transparency. PENSO has recently spotted great status transparency at several airports in departures and arrivals signage. These airports have adjusted messages on departure boards that tell users to: “Relax, the gate opens in 45 minutes” for flights without an assigned gate.

Behavioural science tells us that when people don’t have control / perceived control, their perceptions of time are longer. In other words, it feels like they are waiting a lot longer and are more anxious if they do not understand their next steps. This is where status transparency is particularly helpful in solving business problems.

How does status transparency work in the user experience design of airports?

Airport managers understand their customers may feel anxious, they anticipate their staff being overwhelmed with queries, they anticipate unhappiness, they anticipate congestion at terminals – and have alleviated those issues through simple, empathic and beautiful status transparency design principles.

Departure board at airport
Departure board at airport

PENSO uses status transparency and behavioural psychology principles when crafting user experience design for visionary organisations. These principles ensure that every user touch point is considered and designed for when creating a best in class digital user experience.

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