UX Podcast
Hidden dilemmas
Nov 16, 2023
Frustrations and inaccuracies of flight departure boards, challenges of service design and systems thinking in airlines, limited understanding of staff and keystroke dynamics, typing rhythms as behavioral biometric identifiers, online trackers and mention of a podcast
00:00
AI Summary
AI Chapters
Episode notes
Podcast summary created with Snipd AI
Quick takeaways
- Poor service design at airports, including inaccurate automated announcements, erode trust and create frustration for passengers.
- Keystroke dynamics can de-anonymize individuals online, highlighting the importance of being aware of electronic surveillance and data misuse.
Deep dives
The Impact of Poor Service Design at Airports
The podcast highlights the negative impact of poor service design at airports, specifically focusing on the frustration caused by inaccurate and automated announcements. The departure board with minute-level accuracy creates a perception of control and reliable information, while the automated announcements, bound to the original timetable, create a perception of incompetence. The speaker suggests that having separate notification templates for initial, more, and less delay, along with improved logic, would enhance the passenger experience. The frustrating experience of false notifications erodes trust in the airport and airline, reinforcing an expectation that digital services do not work as intended.
Remember Everything You Learn from Podcasts
Save insights instantly, chat with episodes, and build lasting knowledge - all powered by AI.
