Towards Understanding Information Needs and User Acceptance of Mobile Technologies to Improve Passenger Experience in Airports

User uptake and acceptance of new technologies or innovations is driven by the attitudes and psychology of the users as much as it is driven by the technological capabilities. Perceived utility, perceived ease of use, and trust in the system all play major roles in uptake and acceptance. In order to facilitate user uptake of a smartphone application designed to improve traveler experience in airports, we must first assess baseline attitudes and information needs of potential users. This paper outlines the distribution of an online survey which explored this. Key findings were that people are more trusting of information from "official" sources, or sources in which they did not need to rely on their own interpretation of information. It was also found that the use of navigation aids may need to be supplemented with additional information. The paper provides an example of how identifying key need areas at early stages of development may help with uptake at later stages.