Improving Environmental Information: Effects of Signs on Perceived Crowding and Behavior

The studV examined ways of modifying perceptions and use of a high density environment, without changing actual density levels. In particular, the effects of adding information cues were observed. Several signs identifying the location of activities and describing visitor registration procedures were installed in the crowded lobby of a federal correctional center, as the result of some findings from a post-occupancy evaluation. Attitudes and behaviors of visitors in the lobby were measured before and after installation of the signs. The behavior of visitors was observed from the moment they entered the lobby until all registration forms were completed. Visitors were asked to rate the lobby environment and the institution's staff on a number of seven-point scales. The presence of the signs significantly reduced perceived crowding, discomfort, anger, and confusion, as well as the amount of time needed to complete the registration process. The signs also tended to reduce the number of wrong turns, requests for information, and confused gestures by visitors. The study demonstrates the role cognition may play in altering the perception of crowding and ameliorating some of its negative consequences. Implications for cognitive models of crowding are discussed.