I had the opportunity to fly in and out of United’s brand new terminal at Boston’s Logan Airport last week.
It’s bright, airy, filled with nice shops and restaurants, and lots of technology to help travelers get around. In most ways, it’s a huge improvement over the old dreary terminal it replaced.
There’s only one problem: The gate lounge layout does not accommodate the number of people who gather to board an outbound flight. This means that as a flight prepares to board, passengers wind up spilling over into the next boarding area. This is fine as long as only half the gates are being used–probably not the intention when designing the new building.
It looks like no one took the time to simulate the full experience customers would face in this new facility, which would have made this situation apparent.
How often do we look at a plan or program and assume that because the top level overview looks good the details will all be fine too? Take the time to check the details. Don’t fly blind when it comes to your customers.
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linda@popky.com
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