An everyday stream of passengers contains not only ticket buyers, but also potential clients of additional products and services. Satisfied passengers are the foundation of a stable revenue base, positive image and strong competitive position.

Why improve the passenger experience and what effects can it bring?

Increased revenues
Service designers aim to discover and test solutions generating new revenue streams

Improving satisfaction
Control over the whole transport service process, in particular control over the passenger experience is one of the principal success factors of the service.

Cost reduction
In providing any service reducing operating costs and satisfying the client at the same time is one of core challenges.

Increased demand
The business viability of a transport service is based primarily on passenger flows. To ensure a critical mass, it is necessary to find a way to attract additional passengers.

Our method
When designing passenger services and passenger experience, we rely on Service & Experience Design – a structured method of creating services enabling to differentiate the offer from the technical, economic, functional and emotional perspective.
Steps in the process
- Researching Passenger Experience
By researching and observing passengers, we become better acquainted with the context - Defining the problem
On the basis of the collected information, we precisely define the problems - Creating solutions
We create numerous possible solutions for identified problems - Choosing the preferred solutions
We filter, aggregate ideas and choose the most interesting (eg in terms of cost, satisfaction, image, implementation time, etc.) - Prototyping and testing
We build prototypes and quickly test them with passengers - Implementation of solutions
We fine-tune the developed solutions and implement them
Selected research techniques and tools

Observation
Observation studies of passengers in a specific situation, are carried out in accordance with the design procedure. While researching a transport service, we conduct observation within individual zones using a dedicated software.

Shadowing
Shadowing is a qualitative research technique where the researcher acts as an observer following a specific person or group along the customer journey and records natural behaviours, emotions or even statements.

Digital pen SSI
SSI interviews combine the advantages of surveys (standardized comparison) and qualitative research (explanation of ‘how’ and ‘why’). The researcher and the user mark, write or draw with an electronic pen, while an infrared camera records every move on the form.

Service safari
It helps to understand interactions, touchpoints and the nature of the service itself from the user’s perspective through personal experience. The project team, including the client’s representatives, takes on the role of “real passengers” and „travels” along the customer journey.
Selected examples of implementation
Mapping the passenger experience at a regional airport (2016)

Security check is one of the crucial touchpoints along the passenger journey at every airport. This moment is also a key customer experience moment.
The key objective of the project was to examine the impact of emotions evoked at the security check on the propensity to spend money airside, and then to create solutions that improve passenger experience on the one hand, and to allow for an increase in commercial revenues on the other.
The leitmotif of the research was to take the passenger’s perspective. Such an approach allowed to identify service bottlenecks and recommend changes.
Tools / techniques used:
shadowing, observation, SSI interviews, digital pens
New airport commercial revenue streams (2017)

The main goal of the project was to develop new solutions to generate non-aviation revenue to the airport managing body and the master concessionaire in the terminal. The co-creation process involved representatives of the airport operator and the concessionaire, directly involved – operationally and strategically – in commercial activities at the airport. As part of the project, we jointly conducted a service safari to study the shopping experience at the airport. As a result of the process, nine concepts were developed that aimed to increase the commercial revenues and improve the passenger experience. Selected concepts were adopted for joint testing.
The project received the Polishopa Honeycombs Award 2017 for the best design thinking project of the year in the business category.
Tools / techniques used:
shadowing, observation, SSI interviews, service safari
Mapping the passenger journey for a railway operator (2018)

All companies in the railway industry, in particular operators, face the challenge to strengthen their competitive position on the railway market. Therefore, it is important to improve their revenue base and their market perception.
We carried out detailed mapping and diagnostics of the passenger journey for one of the railway operators offering services in Poland. We defined bottlenecks in service provision (in operational, commercial and organizational terms), we identified areas where quick wins can be achieved (eg new services, products, redefinition of existing ones) and areas requiring a strategic approach (eg development of service packages, potential strategic alliances with other service providers, etc.). We developed three specific concepts for new services which will positively influence the revenue base of the operator, its image and perception of the entire region.
Tools / techniques used:
shadowing, observation, SSI interviews, service safari, journey visualization
Team
Passenger Journey covers a range of services delivered by a team of professionals from BBSG and Very Human Services
Learn how to boost your revenue, improve your passengers' satisfaction and unlock your innovation potential. Let's chat.
-
CALL US
+48 22 378 10 59 / +48 502 184 424
-
E-MAIL US
Passenger Journey Partners

BBSG is a consulting company specializing in providing support to transport sector players. BBSG experts combine many years of experience in working with transport industry entities with deep understanding of the sector development and unconventional approach.
www.bbsg.pl

VHS is a team of consultants with divers competencies: strategists, innovators, designers, researchers and analysts. For many years, they have been solving problems on the basis of human-centred design (service design, design thinking) methodologies.
www.veryhuman.pl

COMPER is a team of experienced economists, lawyers, auditors, financial analysts, accountants. They deal with financing transport sector companies, state aid , internal audit and competition law.
www.comper.com.pl