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/

2. Airport
Other
Passenger Airlines
Services
Ground
Handling
2

3. 14 900 000 Passengers
+1000 Companies
+15 000 Employees
1 Airport

7. 7

8. 8

9. Courtesy and helpfulness of security personnel
4
3.95
3.9
3.85
3.8
3.75
3.7
3.65
3.6
3.55
3.5
Q2/11 Q3/11 Q4/11 Q1/12 Q2/12 Q3/12 Q4/12