In 2020, Orlando International Airport (MCO) faced significant challenges due to the COVID-19 pandemic. With travel apprehensions at an all-time high, the airport needed innovative solutions to improve passenger safety while maintaining a positive and smooth travel experience. Synect, a leading digital signage and behavioral technology provider, stepped in with a cutting-edge solution to address these issues.
A New Approach to Digital Signage
Historically, digital signage acted merely as window-dressing, broadcasting unchanging messages to an indifferent crowd. At Orlando International, the Greater Orlando Aviation Authority (GOAA) and Synect pushed the boundaries of the medium. By the close of 2020, MCO fielded a state-of-the-art visual communications initiative aimed at modifying passenger behaviour, not merely documenting the airport’s story. The signage now curates a dual feed, transmitting real-time crowd-density updates along with pertinent health and safety advisories, all calibrated to soothe travel nerves in a moment of unpredictability.
The system aimed to not only enhance safety but also improve the overall passenger experience by encouraging behaviors that complied with health protocols. The initiative’s focus was on driving measurable results and providing valuable insights for future optimization.
Influencing Behavior with Technology
At the core of the system was crowd-tracking technology, which continuously monitored the density of crowds in key areas of the airport. This data was used to generate real-time visual indicators to help passengers make informed decisions about where to sit or walk in order to maintain social distancing. The system also used behavioral economics to guide passengers through different nudges that positively influenced their behavior, whether it was through pro-self messaging (focusing on health) or pro-social messaging (highlighting the importance of protecting others).
Insights gained from rigorous A/B testing of message prototypes helped hone technology for maximum impact. Directive examples such succinct CDC guidelines framed in authoritative tone fell flat, while nudges appealing to social identity or self-preservation resonated far more deeply. Messages appealing to community welfare or personal safety drove social distancing upward by 9 to 16 percentage points, illustrating how subtle reframing can yield substantial behavior change.
The Evenflow Crowd Radar: A Game Changer
The solution developed by Synect, called Evenflow Crowd Radar, provided real-time crowd density data through color-coded maps displayed on digital signs. These maps, updated constantly, helped passengers easily visualize crowd congestion. Additionally, ReadySeeGo® units showed green, yellow, or red statuses indicating crowd sizes, guiding travelers to areas with less congestion.
The implementation began in late 2020, before the Thanksgiving holiday rush. During the first phase, Synect gathered baseline data without any visual communication. Once this data was collected, the system activated its visual tools to see how passengers reacted to real-time information.
Key Results of the Implementation
The Evenflow installation marked a decisive success. At a major public airport often ground zero for congestion decision-makers turned to cutting-edge technology for help. Lidar sensors from The Indoor Lab now sample passenger flows every few seconds, offering a live crystal-clear view of terminal density. Within days, queues started reforming themselves without the need for police tape or tape lines.
Flyers noted the change, stating the animated pedestrian overlays were a gentle suggestion to keep spaces. The analysts saw the proof: distancing scores climbed while anxiety scores, collected from the same complement of touchless kiosks, nosedived. The narrative emerged almost overnight: passengers now took cue from a discreet, algorithm-powered virtual escort.
The pilot program, which lasted until early 2021, showed a statistically significant improvement in passenger behavior. Data from the program was later published in the Proceedings of the National Academy of Sciences (PNAS), where it was confirmed that visual nudges paired with crowd data can boost social distancing and reduce the spread of infectious diseases. According to Dr. Dafna Goor, one of the lead scientists, the success of the program highlighted the effectiveness of pro-social nudges in promoting public health during a crisis.
Positive Impact on Passengers
Passengers were quick to share their appreciation for the new system on social media. Many travelers expressed that the system made them feel more comfortable while navigating the airport during the stressful travel period. One user even commented, “We saw these yesterday and loved them! Great idea!!”
This system not only enhanced the passenger experience but also boosted traveler confidence at a time when people were wary of traveling due to health concerns. The system also won multiple awards, including the Gala Award for Best Airport Installation at Digital Signage Week and a first-place Digital Signage Award for its innovative use of dynamic data visualization.
Setting a Precedent for Future Innovations
The success of Evenflow Crowd Radar at Orlando International Airport has set a precedent for other airports around the world. It proved that digital signage can do more than just display information—it can actively influence behavior, enhance passenger experience, and improve operational efficiency.
By collaborating closely with client teams, Synect and GOAA have shown that it’s possible to meld advanced analytics with a human-centered approach, resulting in an airport experience that’s simultaneously secure and pleasant. The success of their pilots suggests that data-derived crowd tracking alongside instant visual updates will soon be embedded in daily operations, turning crowd management and passenger journey optimization into seamless routines rather than reactive measures.
Looking Ahead
Building on the positive outcomes of their collaboration so far, Synect and GOAA are mapping the future of their airport-wide digital signage initiative. The current focus on crowd oversight through Evenflow will soon expand; the teams are exploring ways to harness the same platform for optimizing luggage-retrieval areas, streamlining boarding routines, and enriching passenger support touch points across the terminal.
By continuing to optimize passenger experience, these innovations promise to shape the future of airports, making them safer and more efficient for travelers worldwide.
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