Designing a next generation internet access kiosk for Changi Airport’s 50 million passengers.

Designing Changi Airport’s new internet kiosk for the connected traveller.

CLIENT

Changi Airport Group

INDUSTRY

Transport

EXPERTISE

User Research, UX Design, Industrial Design

Chemistry Changi Airport Internet Kiosk

Background

Changi is one of the world’s leading airports and has seen a steady growth in passenger traffic in recent years – especially transfer and transit passengers. Because these passengers tend to dwell longer in the transit areas, they are an important and growing segment. With this in mind, it is more crucial than ever that Changi continue provide world-class transit experiences.

Chemistry was appointed to envision a modern solution for the Changi Airport internet kiosk. The first question to be raised was: “How relevant are Free Internet Kiosks at airport terminals in today’s smartphone age?” We on to answer that question and deliver Changi Airport’s new internet access kiosk.

What We Did

We started with qualitative research, conducting on the ground interviews with transit passengers along with observation sessions across various airport facilities and locations. 

Our team visited lounges and gate hold areas, speaking to travellers and developing user profiles—covering usability, ergonomics, privacy and security of personal belongings to capture the all the diverse needs around internet access and kiosk usage.

After synthesising the collected data, we developed a set of design concepts that were mocked up as low-fidelity prototypes. After conducting several rounds of testing with both staff and end users, we were able to validate and shortlist our final design concepts.

Chemistry, Changi Airport, Internet Kiosk, UX Design, Wheelchair

Impact

The new kiosk (dubbed “The Boomerang”) is currently being rolled out across terminals 1,2 and 3.

Taking advantage of new all-in-one systems, we were able to deliver a sleek design with a slim profile. The 3D double twist achieved on the kiosk legs allows for luggage trolleys to be parked in front, fitting nicely under the display in order to keep personal belongings visible and secure.

The kiosks are designed to be configured linearly or in clusters at larger lounge spaces. While their touchscreen displays allow plenty of privacy and personal space for individuals or small groups to engage and surf the internet.

“I like how they took us step by step of the design thinking process, starting from identifying a problem, to coming up with an opportunity statement, and then ideation. The hands-on mock-up using basic materials was also useful in helping us to visualise and translate our ideas into function.”

Tan Hanjie, Manager, T4 Programme Management Office

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