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 …

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 …

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 …