Airport     Other               Passenger   Airlines    Services               Ground               Handling2
14 900 000   Passengers+1000        Companies+15 000      Employees1            Airport
7
8
Courtesy and helpfulness of security personnel  43.95 3.93.85 3.83.75 3.73.65 3.63.55 3.5       Q2/11   Q3/11   Q4/11   Q1...
Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia
Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia
Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia
Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia
Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia
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Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia

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Juha Vasko from the Finnnish airport operator Finavia and Tuomo Ketola from service design agency Palmu will reveal what they set out to design and implement, what they assumed and expected before they rolled their sleeves and got to work, what they think they learned from the development work, and especially what they found out to be the most critical things for improving customers' service experience.

Finavia security check information: http://www.helsinki-vantaa.fi/travelling/departure/security-control
Palmu: http://www.palmuinc.fi/en/

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Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia

  1. 1. Airport Other Passenger Airlines Services Ground Handling2
  2. 2. 14 900 000 Passengers+1000 Companies+15 000 Employees1 Airport
  3. 3. 7
  4. 4. 8
  5. 5. Courtesy and helpfulness of security personnel 43.95 3.93.85 3.83.75 3.73.65 3.63.55 3.5 Q2/11 Q3/11 Q4/11 Q1/12 Q2/12 Q3/12 Q4/12

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