The User Experience of Crowds — A Human Factors Challenge

Abstract

Crowds are such an integral part of our everyday lives, yet research considering how the user experience of crowds can be enhanced, remains relatively underdeveloped. As with any other user interaction, the key human factors considerations of user safety, performance, comfort and satisfaction apply. A review of literature highlighted that important factors influencing the operation of crowds have been studied relatively independently, tending to focus on specific crowd situations, but rarely accounting for the interaction of factors and similarities and differences between crowd types. Focus groups exploring individual experiences of crowds revealed differences and priorities varying with age and expectations. This initial study contributes towards modeling contributory factors to the crowd experience, moving towards a more holistic understanding.