1. Enhancing interconnectivity of short and long
distance transport networks through passenger
focused interlinked information-connectivity
Project 266250. Coordinator: STAR
www.ic-ic.eu
ICS Model Application @ Paris Charles de Gaulle Airport!
Key insights!
Author: Anna BERNAGOZZI, David SERRAULT"
Stakeholder meeting, Paris - 28.06.2014
IC-IC
2. Contacts
Anna Bernagozzi"
Visionary design professor
and consultant"
"
EnsADLab, Ecole
Nationale Supérieure des
Arts Décoratifs. !
"
"
"
anna.bernagozzi@ensad.fr"
"
"
"
David Serrault"
Interaction Design and
Service design Consultat"
"
Self employed. !
Currently : User
Experience Innovation.
PSA Peugeot-Citroën.!
"
"
dserrault@gmail.com
6. «I was happy to arrive to a
country that according to
everybody was considered as
the most romantic . I was full
of hope!»
«The airport atmosphere was
darker than the Hong Kong
one. I could understand the
billboards as I could speak
English and a little bit of
French.»
«I was also strangely
disturbed by the loudspeaker
announcements in a language
that was totally unfamiliar to
me. I was highly perturbed
and worried.»
«I was 11. Everything seemed
dark to me (…) I couldn’t
understand the characters of
the signage. I was a little bit
lost…»
«I was tired and I just wanted
to quickly arrive to
destination.»
«Wow! I’m in Paris!!! (…) I
was lost because I couldn’t
find my way out , I didn’t know
what to do!»
6
8. «We always plan our journeys
long ahead. We also scale our
luggages and read the flight
company's flight instructions.»
«Luggages are often an
obstacle in the public
transports I generally use.
There is not enough room in
the train corridors and trains
are often very crowded.»
« I'm also afraid of the crowd
in general, so I always
prepare my journey in detail.
The day before the departure
I'm always scared and I can't
sleep.»
«I had no problem …the only
was that there were many
stairs and lifts were on
maintenance….luckily my
luggages were almost empty!»
«I mainly take the Roissybus
but I find that there is not
enough place for luggages
and i’m also scared of losing
them when there are many
people in the bus.»
«In the RER there is not
enough place to put the
luggages, it stinks and there
are a lot of homeless
people…»
8
11. A guidance to food stores
was highly appreciated.
Some would look at the
food and drink category
first.
"
They also would like to
know where they can buy
food from their origin
country.
"
Access to transports
timetables (especially first
and last trains) would be
appreciated
12. An application in native
language is strongly
appreciated. Even for
english speaker, native
language is often more
confortable. It is very
reinsuring.
Once they are in Paris, they
would like to access to
transportation and touristic
maps within the application.
"
Wifi is considered as a vital
service! (especially for
Korean travellers)
13. Embedded translation
service is very helpful.
Images of typical local
items as local transport
ticket should be
accompanied by a
translation to further
improve their
communication potential
"
A journey recommendation
to the pre-booked hotel
would be appreciated.
31. What would they do if they had
more time and less stress at the
airport?
31
32. «We would read a (Chinese)
book, go and look for some
souvenir shops and look for
local products in general or
drink a coffee…»
«I would rest a bit having a
coffee and eating something. I
would buy a magazine and
look for a wifi spot or a place
to charge my phone battery.»
«I would call the family, go to
the toilets, look for a calm
place to rest a bit. I also would
like to find a fountain with hot
or ambient water temperature
I often miss in Europe»
« If I had some time I would
play with my telephone and
look for wifi. I would also look
for a cafe if I was hungry or
thirsty…»
«If I had time I would go to eat
and drink something. I would
also look for a wifi spot.»
«If I don’t immediately go out I
look for a place to eat. Eating
is very important in Korea and
the wifi is vital!»
32
34. Interview 1 2 3 4 5 6 7
Prénom/ First name Qiqi (femme de Jacques) Jacques (mari de Qiqi) Ngoc Stéphanie Eunbi Hanle Taewa
Pays d'origine/ Country of origin China, Wenzhou, Zhejiang's
province
China Cambodge China Corée du Sud/ South Corea Corée du Sud/ South Corea Corée du Sud/ South Corea
Votre âge / Age 44 50 81 27 21 35 30
Profession/ Profession Immobilier (location)/ Real
estate (renting)
Immobilier (location) Real estate (renting) Je cherche un travail/ Looking for a jobMusicienne/ Musician Estéticienne/ Esthetician Phisicien/ Phisician
Vous rappelez-vous la première foi
que vous avez débarqué dans un
aéroport parisien ?/ Do you remember
the first time you landed in a parisian
airport?
Oui, c'était en 1989, le 31 août/
Yes, it was the 31st of august
1989.
Oui, c'était en 1982 au mois de mai/
Yes, it was in 1982, in mai.
Oui. C'était Mai 1982/ yes, it was in
mai 1982.
C'était il t'y a trois ans / It was three
years ago.
Oui. 6 ans/ Yes, I was Three
years old.
Oui. C’était en 2010/ Yes. It
was 2010
Oui, c’était au mois de mars
2004/ Yes , It was march 2004.
Quelles ont été vos premières
impressions ? / Do you remember
your first impressions?
Que l'aéroport était grand et
propre. A l'époque la Chine
était un pays fermé et
l'aéroport représentait la liberté
mais aussi j'avais peur de me
perdre. Heureusement
quelqu'un de ma famille, mon
oncle, est venu me chercher à
l'aéroport! / The airport was big
and clean. At that time China
was a closed country and the
airport to me was just freedom
but I was also scared to get
lost...Luckily someone from my
family, my uncle, came to pick
me up at the airport.
J'était heureux d' arriver dans un pays
pays à la renommée si romantique et
plein d'espoir./ I was happy to arrive
to a country that according to
everybody was considered as the
most romantic . I was full of hope!
On ne parlait pas de tout la langue
locale et on était complètement
perturbés par les caractères inconnus
de l'alphabet occidental affichés par
les panneaux signalétiques. Les
annonces par haut parleur étaient
aussi étrangement dérangeants car on
ne le comprenait pas de tout. On été
très perturbes et inquiets./ We didn't
speak the local langage (French) at all
and I was completely perturbed by
the unknown characters of western
alphabeth on billboard panels. I was
also strangely disturbed by the
loudspeaker announcements in a
language that was totally unfamiliar to
me. I was highly perturbed and
worried.
L'aéroport était sombre par rapport à
Hong Kong. Les signalétiques était
compréhensibles car je parlait
l'anglais et un peu le français/ The
airport atmosphere was darker than
the Hong Kong one. I could
understand the bllboards as I could
speak English and a little bit of
French.
Ouahoo ! Ce dire que l’on est à
Paris. Le temps était couvert,
gris pluie. Regardé la
temperature. C’était l’automne.
Je ne savait pas ou était la
sortie, ce que je devait faire/
Wow! I’m in Paris!!! But the
weather is dull and it rains…I
look at the temperature…it was
automne. I was lost because I
couldn’t find my way out , I
didn’t know what to do!
J’était contente d’être à Paris et
curieuse de découvrir la ville.
J’était fatiguée et pressée
d’arriver à destination. Je n’ai
pas fait attention à
l’environnement de l’aéroport./
I was happy to be in Paris and
curious to discover the town. I
was tired and I just wanted to
quickly arrive to destination. I
din’t pay attention to the
atmosphere at the airport.
J’avais 11 ans. Tout était
sombre pour moi …les gens
étaient de différentes ethnies et
je ne comprenais pas l’écriture.
J’étais perdu… surtout que
j’était seul avec ma soeur de 13
ans. J’avais peur mais c’était en
même temps l’aventure, la
liberté!/ I was 11. Everithing
seemed dark to me…people
looked strange and with many
different skin colours and I
couldn’t understand the
carachters of the signages. I
was a little bit lost…also
because I was alone with my
sister who was 13. I was a little
bit scared but also excited
because it was an adve,ture!
Par quel moyen de transport avez-
vous rejoint Paris, ou votre
destination finale ? / How did you get
to central Paris or your final
destination?
En voiture / By car En voiture. Quelqu'un de la famille est
venu me chercher /By car. Someone
from my family came to pick me up.
Quelqu'un de la famille est venu nous
chercher et on a pris les transports en
commun / Someone from my family
came to pick me up and we took
plublic transports to get to our
destination.
C'est ma famille qui est venu me
chercher / My parents came to pick
me up.
En taxi. J’ai vécu chez ma
professeur qui habitait en
banlieue. C’etait trop long d’y
aller en transports en
commun./ I took the taxo with
my professor that was living
outside Paris. It was too distant
to take public means of
transport.
J’ai pris un taxi et tout c’est
bien passé même s’il y a eu des
embouteillages…et j’ai du payer
80 euros…/ I took a cab and
everything was allright even if
we were a little bit stucked into
traffic jams…I had to pay 80
euros.
Mon père nous avait tout
expliqué et on est été aidé par
les gens….ils nous ont aussi
surclassé en avion en voyant
deux enfants seuls. On a pris
l’RER tout seuls. On savait
seulement comment acheter les
billets au guichet et on avait
retenu le nom RER. On allait
chez des amis de famille. / My
father had explained the
journey very plecisely before
our departure and also people
helped us. Even on the plane
they put us in first class when
they saw two kids alone, yeah!
We took the RER alone. We
knew exactely whet to say to
buy a ticket and we knew the
word « RER ». We were going
to stay at our dad’s friends
home.
35. Interview 1 2 3 4 5 6 7
Avez-vous rencontré des difficultés
pour vous orienter ? Si oui,
lesquelles ? / Did you have any
problem in finding your direction ? If
yes, which one?
Pas des difficultés
particulières / No problem in
particular.
Non / No Non, car on était guidés / No, because
we were guided
Non / No Pas à l’arrivée, mais plus tard :
Les grèves…. Je ne savait pas
trop utiliser le metro à Paris. Le
métro de Paris lui semble plus
facile à utiliser qu’en Corée.
Plus petit, les stations sont
moins grandes. / Not
particularly when I arrived, but
later I was disturbed by all
these strikes…I didn’t know how
to use the metro in Paris even if
it seemed easier that in Corea.
Station are smaller than in
Seul.
Non,les indications étaient
claire. Une autre fois j’ai voulu
prendre le bus et trouver les
quais c’était difficile…/ No,
signals were comprehensible to
me. Another time I wanted to
take the bus and I found it very
difficult to find the bus station…
On avait un grand problème de
langue mais grâce aux
instructions précises de mon
père on était bien préparés et
on n’as pas eu de problèmes./
We had a language problem but
thanks to the precise
indications of our daddy we
where very well prepared and
we had no problem.
Prenez-vous souvent l'avion dans des
aeroports parisiens ?/ Do you often fly
from Paris?
Une à deux fois par an / One to
two times a year
Oui, souvent deux grand voyages par
an./ Yes, often two long distance
flights a year.
Une fois par an on se retrouve avec la
famille dans des pays différent,
toujours des longues distances / Once
a year we met with the family in a
different country and we always take
long distance flights.
Oui. Une fois par an sur des courtes
distance (Europe) / Yes. Once a year
to European destinations.
Je partais en Corée tous les
trois mois au début. Je prenais
le taxi au début. Après mon
amis m’accompagnait en
transports en commun /
Roissybus ou RER. / I used to
fly to Corea every three monts
at the beginning and I usually
took the cab. After that my
boyfriend used to bring me by
public transports and we took
either Roissybus or RER.
Oui! Une fois par ans sur long
currier, surtout l’été/ Yes, once
a year a take a long courrier,
mainly during the summer.
Non, pas souvent. / No, not
often!
Quels sont les problèmes que vous
rencontrez le plus souvent sur le
trajet entre chez vous et
l'embarquement ? / What kind of
problems do you mostly encounter on
your journey between your departure
point and the boarding?
Pas de problème particulier, on
se prend toujours à l'avance et
on prépare bien notre voyage
(on pèse les valises, on lit lit les
consignes de la compagnie
aérienne, etc.) No problem in
particular. We always plan our
journeys long ahead. We also
scale our luggages and read the
flight company's flight
instructions.
Voir réponse de Qiqi / See Qiqi
answer.
J'ai très peur des imprévus que je
peux rencontrer le long du trajet,
comme la grève et les retards en
générale et j'ai aussi peur de la foule,
donc je prépare très bien mon
voyage. La veille de mon départ j'ai
toujours peur et je n'arrive pas à
dormir / I'm always afraid of the bad
surprises along the journey (strikes
and delays for examples) and I'm also
afraid of the croud in general, so I
always prepare my journey in detail.
The day before the departure I'm
always scared and I can't sleep.
Les bagages sont souvent un obstacle
dans les transports en commun que je
prend d'habitude. Il n'y a pas assez
d'espace dans les couloirs et les trains
sont souvent pleins de gens. Il n'y a
pas assez d'ascenseurs dans la ville. A
Châtelet les Halles je suis souvent
perdue au niveau de la signalétique.
l'RER B est sale et à souvent en
retard. Si je peux j'évite de le
prendre. Je préfère prendre le bus. On
voit le paysage et il nous amène en
centre ville au même prix que le RER /
Luggages are often an obstacle in the
public transports I generally use.
There is not enough room in the train
corridors and trains are often very
crowded. Elevators are also often
missing. I often get lost in Châtelet
les halles as the signage system there
is really poor.the RER B is really dirty
and often late. If I can I prefer to take
the bus to the airport: you can enjoy
the landscape and you get direcly to
the town center at almost te same
price as the RER.
Cette fois ci j’ai pris le
roissybus, mais embouteillages
sur le chemin. (a cause des
grèves, opération escargots des
taxis) Finalement, ils
descendent a clignancourt et
prennent le metro et le RER.
Abandonnent des coréens à leur
sort. « chacun pour sois dans
ces cas là ». Aussi, pas assez
de place pour mettre les
bagages. Le RER B « pue » et il
y des clochards…/ When I take
the Roissybus there is very
often a lot of traffic along the
way…there are also very often
strikes…once I had to get of the
bus and take the RER at
Clignancourt. I felt
abandoned….a very selfish
attitude of the people on the
way….In the RER there is not
enough place to put the
luggages, it stinks and there
are a lot of homeless people…
j'ai pris souvent le bus mais
plus part du temps, il n’y avait
pas assez de places pour les
valises et on a eu peur de les
perdre quand il y a beaucoup
de gens dans le bus / I mainly
take the Roissybus but I find
that there is not enough place
for luggages and i’m also
scared of losing them when
there are many people in the
bus
La dernière fois j’ai pris l’RER…
pas de problèmes à signaler
sauf les nombreux éscaliers et
l’ascenseur en panne…
heureusement mes valises
étaient presque vides!/ Last
time I took the RER…I had no
problem …the only was that
there were many stairs and lifts
were on maintenance….luckily
my luggages were almost
empty!!
36. Interview 1 2 3 4 5 6 7
Quelles sont les différences entre les
aeroport de votre pays d'origine et les
aeroports français ? / What are the
main differences between the airports
in your country of origin and French
airports?
Les départ dans aéroport
français sont pour la plupart à
l'heure. Chez nous il y a
souvent 1/2 heures de retard /
In France the departures are
almost always on time. In our
country there are very often 1
to 2 hours delay.
Même réponse de Qiqi / see Qiqi
answer.
Les aéroport français sont très
cosmopolites, en Asie la majorité de la
population des aéroports est asiatique
et cela ça nous marque beaucoup et
est cause de stress ( en cas de besoin
on est plus gêné pour poser des
questions, par exemple). Il serait bien
d'avoir des hôtesses d'accueil
d'origine asiatique pour nous
rassurer / French airports are very
cosmopolitan. In Asia most of the
population are asiatic and this
influences us a lot and engenders
stress (in case for example we need
to ask information to somebody..).
J'ai l'impression que les signalétiques
sont mieux faites dans mon pays. En
France il trop d'informations pas bien
hiérarchisés et cela crée de la
confusion. Malgré la grand taille des
aéroports de mon pays d'origine, je
me sent moins perdue / I have the
impression that the signage is better
in my country of origin. In france
there are too many informations not
well hiererchised and this can cause a
lot of confusion. Desipite the huge
size of airports in my country, I never
feel lost there.
La propreté. Le wifi. La
climatisation. A paris les
stations sont proches, donc si
on se perd, on trouve
facilement une station de metro
et on retrouve son chemin. Et
dans le metro en France, il y a
des metros plus souvent/ Here
is less clean than in Corea.
There are problems with the
wifi connection and air
conditioning. In Paris the
stations are very close to each
other and if we get lost we
easily fond our way again. The
frequency is also better than in
Corea.
D’abord il y a beaucoup
d’agents d’accueil (personnel de
l’aéroport) qui nous guident
pour trouver les sorties et les
transports en commun qu’il
nous faut. L’aérogare est très
comfortable, il a beaucoup de
climatisation l’été et de chaleur
l’hiver. On peut passer du
temps à prendre dans les
nombreux cafés pas cher par
exemple. Il y a beaucoup de
soldat dans l’aéroport et ça fait
un peu peur car on pense qu’il
a un danger./ In Corea there’s a
lot of airport staff to welcome
and assist the people coming to
Corea. They help us finding the
way out and the way to public
transports. Airports are very
comfortable, there is a lot air
conditioning in the summer and
heating in winter. We wan spent
time to drink or eat in very
cheap cafes. In france there are
often a lot of soldiers in the
airport and we immediately feel
scared because we feel in
danger.
Chez nous on a une mentalité
du « client roi ». On ne peut
pas parler avec les serveurs par
exemple…les clients c’est les
clients…on se sent très
importants et bien accueilli, des
fois même trop bien accueilli!/
In Corea the « client is king ».
They are at the service of the
traveller, they don’t start to talk
or exchange with the traveller…
clients are clients…You feel very
important when you arrive in
Korea and I like this feeling,
even if sometimes is even too
much!
Possedez-vous un smartphone ? Do
you own a smartphone?
Non /No Oui / Yes Non /No Oui/ Yes Oui/ Yes Oui/ Yes Oui/ Yes
Si oui, Est ce que vous vous en servez
parfois pour vous orienter ? Avec quel
logiciel ? / If yes, do you use it to get
directions? With which application?
Non /No Non / No Non / No Google map ou si je me déplace en
métro j'utilise l'application de l'RATP /
I alxays use Google map or if I use
the metro I use the RATP application.
Oui, toujours. Application RATP,
google maps./ Yes, always.
RATP application, google maps
Oui, j’utilise Google map et le
site de l’RATP/ Yes, always.
RATP application, google maps
oui, j’utilise souvent Google et
le site de l’RATP…/ Yes, always.
RATP application, google maps
Si vous disposiez de plus de temps à
l'aéroport, que feriez-vous ? / If you
had more free time at the airport,
what would you do?
Je lirais un livre. Je regarderais
les boutiques de souvenirs et
les produits locaux en général /
I would read a (chinese) book.
Iwould go and look for some
souvenir shops and look for
local products in general
Faire un tour dans les magasins, boire
un café.... On préfère les billets
directs même si un peu plus chers,
c'est moins fatiguant!/ I would go for
some shopping, to drink a
coffee....but I prefere direct flights
even if they're a little bit more
expensive, it's more relaxing!
J'appellerais la famille pour les
rassurer que je suis bien arrivée à
l'aéroport et j'irais au toilettes.
J'aimerais aussi avoir un lieu
tranquille pour me reposer. J'aimerais
aussi trouver une fontaine d'eau
chaude ou à température ambiante / I
would call the family to tell them that
I'm well arrived at the airport and I
would go to the toilets. I wouls also
look for a calm place to rest a bit. I
also would like to find a fountain with
hot water or ambient temperature
that often I miss in Europe.
Je me poserai prendre un café et
grignoter quelque chose, j'irais
acheter des magazines et chercher un
endroit avec wifi et où charger mon
téléphone / I would rest a bit having a
coffe and eating something. I would
buy a magazine and look for a wifi
spot or a place to charge my telefon
battery.
If I don’t immediately go out I
look for a place to eat. Eating is
very important in Corea and als
the wifi is vital!
If i have time I go to eat and
drink something. I also look for
a wifi spot.
SI j’ai du temps je joue avec
mon téléphone et je cherche un
wifi. Je vais aussi chercher un
café si j’ai faim ou soif. / If I
have some time I play with my
telephone and look for wifi. I
also look for a cafe if I’m
hungry or thursted…
37. ICIC Prototype for the Airport users evaluation
Screen 1 : Home Screen She took the responsability to
manage the orientation letting
her husband to push the trolley
containing the luggages.
Felt reinsured by the arrival
confirmation text. (not a
functional use but it states
explicity a starting point)
The user notify the text
confirming he has arrived at
destination.
Screen 2 : Final Destination
entry
It takes some times to enter
the adress. Something to do
before the arrival if possible
Difficulties to enter the
destination. Not a smartphone
user.
No difficulties
Screen 3 : Destination
confirmation
Screen 4 : Transport modality
selection
As they are two, she would
prefer to take a taxi.
Very interesested by the ability
to compare several modes with
prices and duration.
The user appreciate to have the
possibility to choose between
several modes. He would prefer
to select to travel by bus as she
consider that the local train
(RER) is dirty.
Price information is very usefull,
the most important info for her.
It woult be usefull to know
which transport option is best
for traveler with many or heavy
luggages. For instance know
wich one have a limited
accessibility to trolleys
Screen 5 : Roadmap It is reinsuring to see the
journey details.
The little arrows on the
roadmap to open the guide for
each step are not affordant
enough. She didn't realised that
it was possible to clic on each
step to get more details.
Screen 6 : Compas As the arrow was not really
indicating the direction, they
made a mistake and went
straight forward instead of
turning to the correct lift. Some
of the lifts reach the airport
shuttle level and some of them
don't. A common mistake for
the travelers at CDG 1 terminal.
at the entry of the airport
shuttle platform, a barrer
prefent travelers to enter with
they trolley. He stayed stuck for
a while thinnking that the entry
was forbidden.
The users had difficulties to
push the trolley with only one
hand keeping the smartphone
with the compass in the other.
At the RER Station, she
hesitates to get out the shuttle
because there was no signage
on the platform confirming that
she was arrived.
She use spontaneously the
"next step button" to get the
instructions on where she has
to go next. Use fluently both
information from the mobile
application and signage on the
environnement at the same
time. At the RER shuttle station
she had a doubt as the label on
the compass was not the same
than the one on the shuttle line
map. It is important to use
exaclty the same label in the
application than in the static
signage of the airport as
differences can create strong
cognitives dissonances.
Would like to have more
information on some steps. By
example, to know that it is not
possible to use the trolley in the
airport shuttle
take care to the places labels.
Replace "RER B station" by
"Terminal 3 roissypole" as it is
the way it is diplayed in the
station.
If he had the knowlege that he
had to handle the lugguages at
some point he would have
choosen an other transport
option.
Screen 7 : How to buy a ticket Considered as usefull. But she
would prably go directly to the
local transport ticket office
instead of using a ticket selling
machine.
She expressed that she had
often difficulties to buy a ticket
in Paris local transports system.
She would look for a ticket
vending office anyways.
No problems Very usefull. Would go to the
ticket vendor without this.
Very interesting to have the
howto in korean here. Even in
english, it is very difficult to use
a ticket machine in France.
38. ICIC Demonstrator app focus group evaluation
Home screen Would be interested in restaurant information first. Usually food available in airport is
not very good.
People from asia are alway interested in finding places where they can find food from
their origin countries.
Journey planning If they have booked an hotel, they would like to find immediatly the direction
information to reach the hotel
facilitate the organisation of the jouney to the hotel. Provide an hotel list, or a search
engine dedicated to the hotel search. If the user has booked an hotel, why not connect
with the hotel reservation ?
Journey planning Would like to access to a transport map
Ticket Ticket feature : interesting, but just the image is not enough, would add a text with it :
"I would like this in order to go to ... please"
Customs policies Usally, koreans use to prepare their baggages at home with no care to the policies and
they realise the restrictions at the airport
Customs policies They feel that the law changes often Notify when policie have changed. A "news" category ?
Customs policies For tourists, it is more usefull to know what they can buy at the destination and bring
back (souvenirs, parfumes, alcohol ...)
they all know what a QR code is and how to use it
They expect the app to show the way when they are at destination
Language Having a application is their native language is strongly appreciated. Even if they can
read english, it is much more reinsuring and confortable to read in their own language.
Most korean have no opportunities to use english in their countries.
Local transports They would like to get information on the first and last train of the day. Sometimes,
flights arrive to early or to late to get the train.
