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