How Not to Treat Users at Your International Airport

I actually like flying in and out of SFO, but this stuff drives me bananas, not least because I feel for visitors from out-of-state, especially those for whom English is not their primary language. When you step out of Baggage Claim, you’ll find your shuttle at the blue and white painted curb. See it?

 

Of course not, and it’s ridiculous to think you can. That’s okay, just follow the signs helpfully printed in 8 point Helvetica…

… because of course SFO needs to make its signs all but unreadable at any distance longer than your arm. Oh, there it is.

See, all you have to do is push your nostrils into it:

ACTION ITEM: How is your organization making it needlessly difficult for users to get their grubbies on your product or service?

Tags: baggage claim, Bill Rolland, Bill Rolland Inc, customer service, design, organization, photography, San Francisco, SFO, signage, travel, Video