UX in the Wild: Enhancing User Experience in Airport Restrooms Through Thoughtful Design

Welcome to UX in the Wild, a series I've created that is dedicated to examining prevalent user experiences that exist outside the context of human-computer interactions. In this first installment, I will analyze the evolution of user experience with airport restrooms.

I recently traveled back home to Kansas City and had the pleasure of exploring our newly opened airport, which debuted to the public in 2023. The airport showcased an entirely new and modernized design, but funnily enough, it was the transformation of the restrooms that truly caught my attention. I found them to be uniquely enhanced in order to account for the specific needs of an airport user.

External Indicators for Open Stalls

Before even entering the restroom, users encounter screens outside that display the number of available stalls and the length of time it takes to walk to the next nearest restroom. This auto-updated information empowers the user to decide whether to use the current restroom, or proceed to the next one. This design effectively discourages the restroom from becoming too crowded and prevents overuse. It also considers that airport restroom occupancy fluctuates with flight de-boarding times, saving users valuable time by eliminating the need to enter a busy restroom or wait in long lines.

Stall Indicators and Efficiency

There are also newly implemented lights positioned above each stall, indicating its use. Utilizing color theory, a red light signifies the status of an occupied stall, while a green light denotes a stall’s availability. This system allows users to quickly and efficiently locate the next available stall, avoiding the awkwardness of checking each door, disturbing users, and minimizing unnecessary contact with potentially germ-laden surfaces.

Contrast this with my recent visit to a popular gas station and rest stop, Buc-ee’s, where a woman was stationed inside the bathroom that was swarming with people to direct traffic. As soon as someone exited a bathroom stall, she would shout, “NEXT!” to notify line of women of waiting women and direct them to the next available stall. Implementing a system like the one in Kansas City’s airport could eliminate the need for such a role, saving costs and streamlining restroom experience. 

User-Centric Design

Airport restrooms should be designed to accommodate various user scenarios, as Kansas City's new restrooms are. Consider that travelers, especially those flying alone, often need to bring their belongings into the restroom. As someone who solo-travels frequently, I find it frustrating when there’s no hook to hang my backpack, minimal space to leave my carry-on suitcase, and insufficient surface area to place my phone and wallet in an airport restroom. A user-centric design would address these issues, allowing travelers to complete these common actions inside a stall comfortably.

Implementation of All-Gender Restrooms

The airport also features all-gender restrooms, marked by icons representing all genders and an “all-gender” label. Users can enter, wait for a green light indicating an available stall, and choose any side of the restroom for their needs. While this may be controversial for some, it offers an efficient and inclusive solution. Users uncomfortable with this option can still choose to walk to a traditional restroom, instead. In reality, all-gender options have long been implemented in businesses that utilize family or single-stall restrooms; this approach simply expands the concept to multiple stalls. This system promotes both efficiency and inclusivity. 

The innovations in the Kansas City airport restrooms exemplify how thoughtful design can significantly enhance user experience. From external stall indicators to all-gender options, these improvements reflect a deep understanding of users' needs and preferences, setting a new standard for public restroom design.