Changi Airport Terminal 4: Behind the Service Design Award

Singapore Changi Airport Terminal 4 was awarded the P*DA’s Design of the Year 2018 for its innovative redesign of the airport experience. Through the collection of yearly feedback from staff and passengers that amounted to more than a million every month, Terminal 4 is the realisation of these learnings.

From the check-in process to the washrooms, Changi Airport Terminal 4 brings the Changi experience to another level - perhaps setting the expectations for the upcoming Terminal 5 even higher.

After all, it is believed that airports will no longer be a place for transportation but more of a lifestyle destination. Besides elements such as minimal noise to ease a stressful traveller’s experience, there are other considerations to further enhance the experience of travel.

These are the features that make Terminal 4 different from other airports:

20190304_Infographic4_CAG

What makes Changi Airport Terminal 4 an award-winning service design?


1. Singular coherent design

- Triangular motif inspired by the orchid

- Colours follow an earthy palette with clusters of bright colours to brighten up the place

- Cohesive design follows through the entire terminal, including the carpet, seating and Petalcloud installation

 

2. Organic traffic flow management

- Use of subconscious design tools, such as gentle waves and curves on the ground to guide passengers - managing traffic flow organically

- These are found at high-traffic areas like check-in kiosks and the transit area

 

Fun fact: Bag drop kioks have face-screening technology to match passengers to their passport photos, eliminating the need for airport security staff and reducing queues.

 

3. Digital enhancements

- Interactive digital screens are placed throughout the terminal

- Retains interactivity and gives passengers a seamless experience

- FAST (Fast And Seamless Travel) self-service check-in and bag-drop kiosks raise efficiency while improving the passenger experience 

 

Fun fact: Problems and feedback from visitors in the washrooms trigger an immediate response from the cleaning personnel. This reduces manpower needs while maintaining service standards.

 

4. Heritage zone

- Peranakan shophouse designs ranging from Baroque to Modern times occupy local shops

- Local heritage elements are injected to distinctly differentiate Terminal 4 from other international terminals

- Regular screenings of ‘Peranakan Love Story’ directed by Dick Lee entertain passengers in the area

 

5. Space maximisation

- All spaces have more than one use and seems bigger spatially with the see through walls, natural light and high ceilings

- Few barriers are erected between flight gates to ensure flexibility and adaptability of space to accommodate all flight sizes and frequencies

 

On 25 January 2019, the P*DA team organised an exclusive behind-the-scenes tour to take participants to Singapore Changi Airport Terminal 4. One of our participants, Choy Yun Zhen, a UX Design Researcher at Minitheory created an interesting journal-style graphic to capture her learning points of the tour. So do check it out below or alternatively visit her LinkedIN profile here

 

Learning Journey Info by Choy Yun Zhen  

Singapore Changi Airport Terminal 4 received the P*DA 2018 Design of the Year. To find out more about the winning project, click here!

 

 

 

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OTHER RECIPIENTS

Hans Tan

DESIGNER OF THE YEAR 2018

Founder, Hans Tan Studio; and Assistant Professor,
Division of Industrial Design
National University of Singapore

VIEW RECIPIENT

Singapore Changi Airport Terminal 4

DESIGN OF THE YEAR 2018

Designer
Changi Airport Group (S) Pte Ltd

VIEW RECIPIENT

Who Cares? Transforming The Caregiving Experience in Singapore

DESIGN OF THE YEAR 2018

Designer
fuelfor

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