Family lanes and simplified signage are among the changes identified through a series of government-funded focus groups designed to probe travelers' perceptions of TSA procedures and personnel. "Some of it was hard to hear," says TSA spokeswoman Ellen Howe, who championed the research approach. "If [passengers] had bad things to say, they weren't holding back." Among the findings published by Blue Lime consulting group, which conducted the focus groups: "TSA is currently living in no-man's land -- no real authority or bite to be truly taken seriously, no warmth or personal interaction to make the experience pleasant."
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