• Reduces passenger stress: Clear signage, intuitive wayfinding, and consistent visual language cut confusion and travel anxiety (Norman, 2013).
• Speeds throughput: Streamlined touchpoints (check-in kiosks, security lanes) with optimized interfaces and layout reduce dwell time and queues (ISO 9241 usability principles).
• Increases accessibility and inclusion: Thoughtful design (contrasts, tactile paths, assistive tech, multilingual info) improves experiences for people with disabilities, elderly, and non-native speakers (W3C/WCAG principles).
• Improves safety and compliance: Usable alerts, clear instructions, and predictable flows help passengers follow safety procedures and reduce bottlenecks.
• Enhances passenger satisfaction and commercial revenue: Comfortable amenities, personalized wayfinding apps, and pleasant environmental design increase dwell-time satisfaction and spending in retail and F&B.
• Enables data-driven operational decisions: UX research and analytics (heatmaps, user testing, surveys) identify pain points and guide targeted investments in facilities and services.
• Supports resilient operations: Designing for edge cases (delays, missed connections) with proactive communication and contingency flows reduces disruption impact.

Key references: Don Norman, The Design of Everyday Things; ISO 9241 (usability); W3C WCAG (accessibility).