Human-Centric Design Model to Enhance the Passenger Experience of Airport Smart Security System

Many studies have overlooked the aspect of humans when it comes to the security system integration in an airport. Hence, this study aims to develop a human-centric smart security system at the Dubai International Airport (DXB) to enhance the passenger experience. This paper proposed a human-centric design model to assess passenger experience at the smart security gate in the DXB and uses the model to analyze the proposed model based on the feedback of passengers. The model is represented by the human-centric dimension of emotional/feeling, behavior, needs and requirements, usability, trust, cognitive, and ergonomics that has a relation with passenger experience. A survey was administered to 400 respondents who had experience using the airport security system at the DXB. Regression analysis was used to test the relationship within the model and establish a human-centric model. Usability tests were used to gain deeper insight and gauge a more in-depth opinion of the respondents. It was found that cognitive had a low influence on passenger experience, while most respondents viewed the model as very useful. The findings of the study will assist the airport industry and authorities in UAE airports to better position their security system and enhance the passenger experience.