Passenger Terminal Conference & Expo 2014 Presentation

James Samperi Director | Engine Service Design

© Engine Service Design 2014 | www.enginegroup.co.uk

Moving beyond the basics

www.enginegroup.co.uk@hereatengine@jamesamperi

Designing and delivering great experiences

James Samperi | Director | Engine Service Design

© Engine Service Design 2014 | www.enginegroup.co.uk 3© Engine Service Design 2014 | www.enginegroup.co.uk

We improve andinnovate services and customer experiences

Great experiences don’t happen by accident they are designed.

This presentation is about the importance of the seemingly unimportant


Moving from infrastructure to service


AdvisorCompanionHero


Technology alone often serves the needs of the airport not the passengers.


Physical space alone doesn’t necessarily make great experience.

It often misses the micro-needs.


The importanceof the seemingly unimportant


Designing the functional and emotional dimensions of the airport experience.


The 9 elementsof service design


Target passenger experience


the emotional dimension*

*Often our view of the passenger experience is from the perspective of operations not how the passengers experience it.


Better understand passenger behaviours.

Better passenger conditionality

Tasks

Group

Time constraint

Conditional model for understanding passengers


The importance of the first 10 metres


People

The human dimension


The Colombo moment


choreography*

*Experiences needs orchestrating to create seamless interactions with passengers.


Designing the stress out of the experience for families


# ConceptRelieving stress


Creating ‘base camps’ for the entire trip that reflect the changing mode of passengers.

Home Journey tothe airport

On arrival Check in Security check

Departure lounges

Departure gate

Disembark Onwardtravel

ArrivalEmbark

LAUNCH ESCAPE CONNECT


partner with passengers*

*Experiences are co-produced better performing passengers mean better experiences for everyone. Help passengers cut through the noise.


PERSONALISE MY VIEW OF AIRPORT INFORMATION


responsiveness*

*Our processes are fixed for good reason but services need to be dynamic to respond to ever-changing needs


ACCOUNTABILITY AND SERVICE RECOVERY


*Memorable services and experiences that turn passengers into advocates.

magic moments*


No process


CHANGE REQUIREMENTSTarget operating model (TOM)

THE ‘TO BE’ SERVICE AND EXPERIENCE

EXPERIENCE REQUIREMENTSTarget customer experience (TCE)

THE ‘TO BE’ SERVICE AND EXPERIENCE

Define your target customerexperience


Thank you

Thanks to Unsplash for

some of the images

@jamesamperi@hereatengine

www. enginegroup.co.uk

[email protected]

Passenger Terminal Conference & Expo 2014 Presentation

Design

Transcript of Passenger Terminal Conference & Expo 2014 Presentation