Mala Kumar
JFK Terminal 4 Wayfinding
On-site research, navigation strategy, digital and static signage designsB2C, Service Design, Physical/Digital, Transportation & Infrastructure Reaktor North America / Scheduled Fall 2025





A smart wayfinding system for reducing airport congestion


We designed a comprehensive digital and static wayfinding system that transforms passenger navigation at JFK Terminal 4 by directing travelers to the fastest security checkpoints and providing live wait time information - enabling informed routing decisions, reducing security congestion, and freeing staff from manual crowd control.
  
ESTIMATED OUTCOMES

  • Reduction in Level 4 checkpoint congestion 
  • 2M+ annual passengers served by improved wayfinding 
  • 14+ strategic digital and static signage installations across 3 terminal levels 
  • Increase in Level 1 checkpoint utilization

ROLE

As the UX researcher and designer, I conducted on-site research, mapped complex passenger journeys, and designed digital and static signage targeting better traffic distribution between security checkpoints.


Understanding the problem space

Level 1 security sits two floors below the main checkpoint - faster but invisible to passengers. While the primary security area on Level 4 overflows with crowds, this "express lane" remains empty. Poor wayfinding forces staff into crowd control mode, resulting in frustrated travelers and wasted operational resources.

Journey mapping to uncover critical decision areas

On-site observation revealed where passengers get confused and crowds form. We tracked different traveler profiles, from curbside arrivals, AirTrain passengers, to those with checked bags versus carry-on only, and documented their routes, pain points, and choice moments. Floor plan analysis identified strategic intervention points where the right information could redirect flow and prevent bottlenecks.


Tracking passenger flows from curbside and AirTrain to security, revealing key decision points and pain points for different traveler profiles.
Floor maps showing passenger flows to both security checkpoints, with key decision points highlighted in orange.

Information architecture for airport architecture

We designed strategic digital displays at key decision points that show live wait times for both checkpoints, empowering passengers to choose the fastest route. The system intercepts travelers at critical moments at curbside arrivals, AirTrain platforms, and escalator entrances to provide comparative wait times and walking directions. Passengers make informed routing decisions instead of following crowds to Level 4, resulting in balanced checkpoint usage, eliminated bottlenecks, and staff freed from manual redirection duties.


Digital signage for Level 4 emphasizing wait times with a larger font for improved visibility and easy comparison from a distance.
Rendering of the Level 4 curbside displays show wait and walk times for both checkpoints, helping passengers choose their route upon arrival.
Check-in corridor display targets passengers with alternate checkpoint information only.
West escalator signage confirms passengers are heading to the faster Level 1 checkpoint.
Level 3 signage intercepts passengers from both Level 4 and AirTrain, directing them to the alternate checkpoint.
Displays show alternate checkpoint wait times only when it's faster than Level 4, omitting walk time due to quick escalator access.
Static directional signs guide passengers from Level 3 to the alternate Level 1 checkpoint.
Reverse side guides Level 4 passengers downstairs to the alternate checkpoint.

Impact and insightsThe wayfinding system will be launched in late 2025/early 2026. This project pushed us into unfamiliar territory in managing construction partners, navigating stakeholder disagreements, and researching in fastpaced and time sensitive spaces. We found that cross-functional workshops could turn conflict into alignment, regulatory constraints could spark creative pivots, and that translating passenger stress into stakeholder language requires both empathy and strategy.

© 2025