Skylink self-service ticketing terminal: design and ergonomics

Within the next few years, most airlines worldwide will be adopting sophisticated self-service automated systems to enable staff to cope with the predicted increase in airline travel. NCR's new Skylink terminal, designed by Douglas Kelley Associates (DKA), London, is a highly flexible self-service passenger system that can handle flight inquiries, make reservations through the airline's central computer, electronically debit payment for tickets and print and issue tickets. It can also function as a check-in and boarding terminal, providing passes and baggage tags. This case study paper outlines the many unique factors pertinent to self-service sales terminals. It wilt then plot the development work undertaken by DKA in conjunction with the NCR Corporation in achieving practical results applicable for installations worldwide. Particular attention will be devoted to the airline ticketing and check-in terminals emphasizing the vital importance for ergonomic considerations to be integrated into the engineering and appearance design activities from the beginning. Physical factors of ergonomic concern are carefully illustrated together with the more abstract psychological aspects of anxiety and privacy. The customer interface by means of VDU screen expression is also discussed and specially programmed computer graphics dialogues shown to illustrate its importance. Other aspects of environmental installation, queueing practices, media replenishment, etc., are included. A future overview of such systems is explained showing its adaptation to hotel checking-in, car rental control as well as to variations of ticketing, from travel agents to executive offices of the future.