Non-use of Automated Border Control Systems: Identifying Reasons and Solutions

There are many reasons why passengers are unable or reluctant to use self-service e-gate systems. In order for designers to build better systems with higher uptake by end-users they need to have a more thorough understanding of the non-users. This paper investigates the reasons of non-use of Automated Border Control at European airports by applying Wyatt’s taxonomy and adding an “unawares„ category. It also presents possible solutions to turn current non-users into future users of e-gates.