#10 learnings for creating a world leading concept for Dubai World Centre - the largest airport in the world due for opening in 2020 - 2025

1. Re-imagining Dubai Airports
Future passenger
experience
James Samperi
Director | Engine Service Design
March 2015

2. What would happen
if an airport’s vision was
driven by their customer
experience not their
infrastructure?

3. What if we developed
a customer experience
that could change
the paradigm of a
conventional
Airport?

4. THINGS WE’VE LEARNT*
ALONG THE WAY
*SO FAR

5. KNOWYOUR
CUSTOMERS
*REALLY WELL

6. LEISUREBUSINESS
&
Yesterdays perspective….

7. ESCAPE ARTISTS
COMFORT
JUNKIES
EXPERIENCED COMPROMISER
PATIENT PILGRIMS
Today’s perspective….

8. ESCAPE
THEVACUUM

9. HIGH SPEED
TRAINS
PERSONAL
DIGITAL

10. Competition
can come
from
anywhere
CHANGING
LANDSCAPE

11. CHALLENGE
CONVENTIONS &
MAKE NEW RULES

13. DATA DRIVEN
PERSONALISATION

14. BEYONDTHE BUILDING

15. FAST FORWARD
THEN TRACK
BACK

16. KNOWN &
DISTRUPTIVE
FUTURES
MASS AUTOMATION
SMART DEVICES
TRUSTED PASSENGERS
RISE OF THE AIR
CRUISE?

18. NOT PRODUCTS
BUT
JOURNEYS

21. FORM AN
AMBITIOUS*
TARGET
*And specific!

22. EMOTIONAL
FUNCTIONAL
EVERYDAY MAGIC
ENRICHING ESCAPES
INTELLIGENT INTERSECTIONS
DYNAMIC RESPONSES

23. GET
EVERYONE
TO OWN IT

26. MIND
THE GAP

28. MAKE FRIENDS
AND INFLUENCE
PEOPLE

29. FIND THE
SWEET SPOTS

30. GREAT EXPERIENCES
DON’T HAPPEN BY
ACCIDENT.
THEY ARE DESIGNED.
WATCH THIS SPACE