Your SlideShare is downloading. ×
0
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
The Worst Place on Earth
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

The Worst Place on Earth

704

Published on

I spent 10 hours at baggage claims to understand why they make us so unhappy and how to make them happier.

I spent 10 hours at baggage claims to understand why they make us so unhappy and how to make them happier.

Published in: Education
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
704
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
0
Comments
0
Likes
1
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. The worst place on earth.
  • 2. A little happier? Designing Happiness Final Project. David Rogier.
  • 3. 10 hours 4 airports 30 passengers 4 airline employees 3 baggage handlers 2 airport executives
  • 4. When were people actually not happy? 7 6 5 How Happy? 4 3 2 1 0 Walk to Look for Read screen Find Jostle for Wait Identify bag Lift bag Carry out baggage screen carrousel position Predicted Actual Fictitious Data
  • 5. #1 Expectation vs. performance gap. Oliver (1980)
  • 6. The baggage alarm rings 2 mins before the 1st bag comes
  • 7. #2 We maximize. Barry Schwartz, Andrew Ward, John Monterosso, Sonja Lyubomirsky, Katherine White and Darrin Lehman, “Maximizing Versus Satisficing: Happiness is a Matter of Choice,” Journal of Personality and Social Psychology, 2002: Vol.83, No.5, pp:1178-1197.
  • 8. “Deciding where to stand, is like preparing for war” – British Airways passenger
  • 9. “One time I couldn’t lift my bag quick enough and I felt so embarrassed. You have to outsmart the belt.”
  • 10. #3 Every pain emotion is evoked.
  • 11. When asked, only 15% of passengers could identify their plane by their flight number.
  • 12. #4 Baggage claim is the last hurdle until we reach meaning.
  • 13. FRIEND HEALTH PARENT HAPPINESS SPIRITU- PARTNER ALITY WORK James (1860); Markus and Kunda (1986); Aaker (1999)
  • 14. #5 No control, at all. “it is not sufficient to have more choice, we need to feel in control of these choices to be happier.” Paolo Verme, “Happiness, Freedom and Control,” Journal of Economic Behavior & Organization, August 2009:Vol. 71 Issue 2, pp: 146-161
  • 15. “I have no control, at all. What if my bags are on a different continent?” - American Airlines passenger
  • 16. Not just the passengers. What about the… Airline employees? Airport employees? People picking you up?
  • 17. “Airlines aren’t allowed to post signs, play music, add plants or decorate baggage claim” - Baggage Claim Manager, Virgin America
  • 18. #6 Lack of meaning. Can’t see impact.
  • 19. Watch carefully.
  • 20. We want it to take a long time. The more time it takes, the most customers spend at duty free. We’ve done the match to prove it. - Airport Executive
  • 21. How can we make baggage claim a happier? little
  • 22. Idea. Outsource to Fedex Why? Adds control. Carves out area of incompetence. Lets you get to everyone you want to see faster.
  • 23. Idea. 2-way webcam between baggage handlers and waiting passengers. Why? Personalizes impact on both sides.
  • 24. Idea. Add a splash of color! Why? Aids least happy moment.
  • 25. Idea. Luggage vending machine Why? Adds control. Eliminates need to maximize. Lets you get to everyone you want to see faster.
  • 26. Idea. RFID tag each bag Send SMS of actual personalized ETA to passenger and friends waiting to pick them up. Why? Adds control. Reduces expectation vs. performance gap.
  • 27. vs. vs. You! Idea. Align incentives. Airlines pay airport. Why? Adds meaning. Creates advocate.
  • 28. Idea. Small rewards. Hand out sandwiches. Or martinis. Make the last touch point with the airline excellent. Why? Seriously?

×