forum
Signs point to what
analytics still needs
If you don’t know where you are going, any road will take you there.
Analytics need to convey
and capture the right
measures, such as key
performance indicators
in the organization’s
executive dashboards.
By Jay Liebowitz
24
|
As we look at the growing field of analytics, it’s
pretty clear that it can provide the signposts to help organizations gauge how well they are doing. In speaking about signposts, this reminds me of one of my
pet peeves over the years – lack of proper signage,
especially at airports. Nothing can be more frustrating
than not finding your way to and within the airport.
Case in point: Traveling from Montreal to the
Burlington, Vt., airport, a sign says, “New York or
Vermont.” If you follow the Vermont sign, which would
be the most natural choice, it takes you all around the
state of Vermont, and you’ll never make your flight out
of Burlington (I know, it is the only flight I have ever
missed in all my years of flying).
It is even more annoying to follow signs at the airport that are blurred. That’s right, according to Alice
Rawsthorn’s 2012 New York Times article, “Designers of the Signs that Guide You,” the new signs in the
Vienna Airport are intentionally blurred. This can be
troublesome for those who might have jet lag and
haven’t slept well on the plane, aside from those who
are vision impaired.
Airport signage needs to be clear, concise and
minimize customer dissatisfaction. Some airports are
getting better with their signage. Instead of saying
“Arrivals” and “Departures,” some say “Ticketing/
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