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

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