Re-imagining Dubai Airports Future passenger experience
James Samperi Director | Engine Service Design March 2015
What would happen if an airport’s vision was driven by their customer experience not their infrastructure?
What if we developed a customer experience that could change the paradigm of a conventional Airport?
THINGS WE’VE LEARNT* ALONG THE WAY *SO FAR
KNOW YOUR CUSTOMERS *REALLY WELL
LEISURE
BUSINESS
& Yesterdays perspective….
ESCAPE ARTISTS
COMFORT JUNKIES
EXPERIENCED COMPROMISER PATIENT PILGRIMS
Today’s perspective….
HIGH SPEED
TRAINS
PERSONAL
DIGITAL
Competition can come from anywhere
CHANGING LANDSCAPE
CHALLENGE CONVENTIONS & MAKE NEW RULES
DATA DRIVEN
PERSONALISATION
BEYOND THE BUILDING
FAST FORWARD THEN TRACK BACK
KNOWN & DISTRUPTIVE FUTURES MASS AUTOMATION SMART DEVICES TRUSTED PASSENGERS
RISE OF THE AIR CRUISE?
NOT PRODUCTS BUT JOURNEYS
FORM AN AMBITIOUS* TARGET *And specific!
EMOTIONAL
FUNCTIONAL
EVERYDAY MAGIC ENRICHING ESCAPES
INTELLIGENT INTERSECTIONS
DYNAMIC RESPONSES
GET EVERYONE TO OWN IT
MAKE FRIENDS AND INFLUENCE PEOPLE
FIND THE SWEET SPOTS
GREAT EXPERIENCES DON’T HAPPEN BY ACCIDENT. THEY ARE DESIGNED.
WATCH THIS SPACE