The Record, Issue 11: Winter 2018
Southwest Airlines employed EPAM Continuum to improve its airport experience by tackling its information overload. EPAM used a human-centered approach to display Southwest’s signage more clearly and to develop a digital wayfinding system. Every sign, employee and app shared the same information at the same time. Cloud computing enabled this information synchronisation and real-time data monitoring, to improve the customer experience. After thorough testing, 96% of customers felt the digital signage improved airport navigation and rated the digital wayfinding system 4.77 out of five. The digital wayfinding system will be deployed at the Dallas airport before 2019. –Ken Gordon, Strategist for Content, Communication and Community at EPAM Continuum.
The original article is here.