My 2nd Home – INSIGHTS & HIDDEN OPPORTUNITIES
As a road warrior, will I ever shop at place like the SJC Airport or onboard?
Home away from Home
OCT 292 0 1 2
VIROOPAXMIRJI
2Customer Experience at Airports & in Planes
Question:Is there a
for the stores in SJC Airport?
3Customer Experience at Airports & in Planes
CUSTOMERS ENVIRONMENT PRODUCTS PERSONNEL OTHER OBSERVATIONS
Observation Lab Entities at the SJC Airport
4Customer Experience at Airports & in Planes
First things first: Who is the customer?
1. Road Warriors - always connected
2. Up-down business class3. Families with children4. Snow birds (East-West
transit)5. Unescorted below-age
travelers6. Event-based travelers (SF
Giants!)7. Handicapped passengers8. Celebrities9. Pets with owners10. Rare customers (don’t even know
how to buckle their seat belts!)
5Customer Experience at Airports & in Planes
For a road warrior, there is always stressObservation 1:
How would it be if Airport shopping areas and boarding areas were more comfy, enjoyable and perhaps even more productive during long waits?
SPACE MANAGEMENTcould allow for great Customer Experiences!
6Customer Experience at Airports & in Planes
Environment: Can people move around or wait or sit comfortably?
So Uncomfortable!
7Customer Experience at Airports & in Planes
Is this a better configuration?
From: Zurich Airport, Switzerland where I bought a lot of Swiss Chocolates
From: SJC, CA Airport Stores
8Customer Experience at Airports & in Planes
San Jose Airport Today
Terminal A: Gates 10-14
Hidden Opps here?
9Customer Experience at Airports & in Planes
San Jose Airport TodayNo Ad Displays here?
10Customer Experience at Airports & in Planes
Observation2: Is there lack of space or bad use of space at SJC? Couldn’t there have been stores/displays here?
11Customer Experience at Airports & in Planes
Observation 3: What if the security gates and entry points at SJC airport were similar to DFW or some of the other well-spaced airports? Could we have used the space for window-shopping?
SJC Layout : Long and not cyclic
DFW Layout : Circular & with trains or convenient movements
12Customer Experience at Airports & in Planes
What about luggage tagging and unloading areas?
Observation 4:
Can the luggage tagging & unloading/boarding areas be re-purposed?
How would it be if boarding areas, ramps and gangways had automated conveyors sponsored by local firms (while sending bags in and out at the gates). Can I look at something here?
13Customer Experience at Airports & in Planes
What conveniences are provided for motion-challenged passengers?
Observation 5:
I noticed that this lady could not enter the restrooms with her wheelchair
Could we enable larger entry points or easy access doors or some form of convenient movement around?
14Customer Experience at Airports & in Planes
PRODUCTS: Observation 6: No newspaper at the stands on regular week days; How can we leverage this for promotions?
15Customer Experience at Airports & in Planes
PRODUCTS Observation 7: How would it be if these paid seats were really used and that too for better productivity? $1/MB + ipod recharge/play + massage ?
16Customer Experience at Airports & in Planes
PRODUCTSObservation 8: Convenient Plug Points for all to utilize? Maybe more facilities at a premium for those who desperately need it
17Customer Experience at Airports & in Planes
Products: Observation 9: Any solutions for bag carriage for elders and physically challenged?
As more charges being applied for checking in bags, more passengers have to lug it around…. Can we make it easier for them? Thoughts?
18Customer Experience at Airports & in Planes
PRODUCTS: Observation 10: Onboard, What movies can I buy? Or rent?Where is the catalog – what I cannot see I don’t want to buy
Ques: How can I leverage this better?
19Customer Experience at Airports & in Planes
PRODUCTS: Observation 11: Onboard, How can I best utilize the space around? Rent the space on seat-facing me or serving tables?Can it have some cool interactive ‘surfaces’ for kids to play with at a premium ofcourse? Or can I plug-in and play back my iphone/smartphone on LCD?
20Customer Experience at Airports & in Planes
Personnel: Observation 12: Nothing beats a polite and attentive agent … Can they sell too ? Will it be pleasant?
21Customer Experience at Airports & in Planes
13. Can I order my meal or atleast choose my meal before I board the plane?
14. Is there a way by which shopping experience continues in-flight and as soon as I get off the plane (for eg. In Dallas DFW), I get my purchased wares?
15. Can I preview a virtual shopping experience for the intended destination?
Or
16. Can I atleast plan ahead or check-in ahead and socialize with local friends before I land … any premium/fremium services for that possible?
Other Observations
22Customer Experience at Airports & in Planes
Viroopax Mirji
@vpax
Thank You
Top Related