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Passenger Terminal Conference & Expo 2014 Presentation

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Passenger Terminal Conference & Expo 2014 Presentation

  1. 1. James Samperi Director | Engine Service Design
  2. 2. © Engine Service Design 2014 | www.enginegroup.co.uk Moving beyond the basics www.enginegroup.co.u k @hereatengine @jamesamperi Designing and delivering great experiences James Samperi | Director | Engine Service Design
  3. 3. © Engine Service Design 2014 | www.enginegroup.co.uk 3© Engine Service Design 2014 | www.enginegroup.co.uk We improve and innovate services and customer experiences Great experiences don’t happen by accident they are designed. This presentation is about the importance of the seemingly unimportant
  4. 4. © Engine Service Design 2014 | www.enginegroup.co.uk
  5. 5. © Engine Service Design 2014 | www.enginegroup.co.uk
  6. 6. © Engine Service Design 2014 | www.enginegroup.co.uk
  7. 7. © Engine Service Design 2014 | www.enginegroup.co.uk
  8. 8. © Engine Service Design 2014 | www.enginegroup.co.uk
  9. 9. © Engine Service Design 2014 | www.enginegroup.co.uk 9© Engine Service Design 2014 | www.enginegroup.co.uk Moving from infrastructure to service
  10. 10. © Engine Service Design 2014 | www.enginegroup.co.uk Advisor Companion Hero
  11. 11. © Engine Service Design 2014 | www.enginegroup.co.uk 11© Engine Service Design 2014 | www.enginegroup.co.uk Technology alone often serves the needs of the airport not the passengers.
  12. 12. © Engine Service Design 2014 | www.enginegroup.co.uk 12© Engine Service Design 2014 | www.enginegroup.co.uk Physical space alone doesn’t necessarily make great experience. It often misses the micro-needs.
  13. 13. © Engine Service Design 2014 | www.enginegroup.co.uk 13© Engine Service Design 2014 | www.enginegroup.co.uk The importance of the seemingly unimportant
  14. 14. © Engine Service Design 2014 | www.enginegroup.co.uk 14© Engine Service Design 2014 | www.enginegroup.co.uk Designing the functional and emotional dimensions of the airport experience.
  15. 15. © Engine Service Design 2014 | www.enginegroup.co.uk The 9 elements of service design
  16. 16. © Engine Service Design 2014 | www.enginegroup.co.uk 16© Engine Service Design 2014 | www.enginegroup.co.uk Target passenger experience
  17. 17. © Engine Service Design 2014 | www.enginegroup.co.uk the emotional dimension* *Often our view of the passenger experience is from the perspective of operations not how the passengers experience it.
  18. 18. © Engine Service Design 2014 | www.enginegroup.co.uk Better understand passenger behaviours. Better passenger conditionality Tasks Group Time constraint Conditional model for understanding passengers
  19. 19. © Engine Service Design 2014 | www.enginegroup.co.uk The importance of the first 10 metres
  20. 20. © Engine Service Design 2014 | www.enginegroup.co.uk People The human dimension
  21. 21. © Engine Service Design 2014 | www.enginegroup.co.uk The Colombo moment
  22. 22. © Engine Service Design 2014 | www.enginegroup.co.uk choreography* *Experiences needs orchestrating to create seamless interactions with passengers.
  23. 23. © Engine Service Design 2014 | www.enginegroup.co.uk Designing the stress out of the experience for families
  24. 24. © Engine Service Design 2014 | www.enginegroup.co.uk # Concept Relieving stress
  25. 25. © Engine Service Design 2014 | www.enginegroup.co.uk Creating ‘base camps’ for the entire trip that reflect the changing mode of passengers. Home Journey to the airport On arrival Check in Security check Departure lounges Departure gate Disembark Onward travel ArrivalEmbark LAUNCH ESCAPE CONNECT
  26. 26. © Engine Service Design 2014 | www.enginegroup.co.uk
  27. 27. © Engine Service Design 2014 | www.enginegroup.co.uk
  28. 28. © Engine Service Design 2014 | www.enginegroup.co.uk partner with passengers* *Experiences are co-produced better performing passengers mean better experiences for everyone. Help passengers cut through the noise.
  29. 29. © Engine Service Design 2014 | www.enginegroup.co.uk PERSONALISE MY VIEW OF AIRPORT INFORMATION
  30. 30. © Engine Service Design 2014 | www.enginegroup.co.uk responsiveness* *Our processes are fixed for good reason but services need to be dynamic to respond to ever-changing needs
  31. 31. © Engine Service Design 2014 | www.enginegroup.co.uk ACCOUNTABILITY AND SERVICE RECOVERY
  32. 32. © Engine Service Design 2014 | www.enginegroup.co.uk *Memorable services and experiences that turn passengers into advocates. magic moments*
  33. 33. © Engine Service Design 2014 | www.enginegroup.co.uk No process
  34. 34. © Engine Service Design 2014 | www.enginegroup.co.uk CHANGE REQUIREMENTS Target operating model (TOM) THE ‘TO BE’ SERVICE AND EXPERIENCE EXPERIENCE REQUIREMENTS Target customer experience (TCE) THE ‘TO BE’ SERVICE AND EXPERIENCE Define your target customer experience
  35. 35. © Engine Service Design 2014 | www.enginegroup.co.uk Thank you Thanks to Unsplash for some of the images @jamesamperi @hereatengine www. enginegroup.co.uk hello@enginegroup.co.uk

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