![]() ![]() The experimental design capabilities have led us to identify insights such as the differences in what passengers, say, think, do and feel. This all helps to enable operational and facilities design work which helps support how a passenger will feel within a space. It has also demonstrated the levels of congestion and where satisfaction starts to decrease because of passenger cramping and confinement, and a multiplicity of other findings. These studies have produced insights that passenger congestion is a leading variable in the perception of cleanliness and has helped identify which aspects of a gate area are most important in keeping clean. How are resonating, human connections being made between passengers and our airport if we’re constantly striving for seamless experiences? Some of the most interesting studies I’ve built with our Consumer Insights and Analytics team have been ‘just noticeable difference’ measurements where we’ve taken aspects of a passenger’s experience and modified them ever so slightly to capture thresholds where passengers have noticed a difference in their environment and note the related effect that has on their mood, perception and satisfaction levels. We have built capabilities for rich experimental design, leveraging in-house industrial engineers, user experience empathy mapping and behavioural science to capture what our passengers may not articulate. To prioritise our efforts and create the desired experience, we study more than the survey responses our passengers provide. Our Integration Team connects the work our other internal departments and external stakeholders conduct with our terminal standards and leads customer journey continuous improvement efforts. The Terminal Experience team focus on every operational and experiential element in our five terminals to facilitate an exceptional airport experience for our millions of passengers, while being the key airport representative for our valued collaborative partners in our ecosystem to align experiences for passengers across organisations. I lead our Terminal Experience and Integration teams for DFW Airport. That very concept is what I asked him to study next: how are resonating, human connections being made between passengers and our airport if we’re constantly striving for seamless experiences? Prior to that interaction, he didn’t really have a memory of his bank but afterwards, he was a complete fan. One of their customer agents helped him in a warm and extremely helpful manner and that had helped him to connect memories with his bank. He replied saying that it wasn’t until something went wrong and he had to call the service number that he had a very memorable interaction. Without a teller with whom you have a rapport, what connected his loyalty to his bank? I shared that since most banking is automated now (whether through receiving cash from an automated teller machine or navigating online banking) most banks offer a suite of comparable competitive services. We’ve taken aspects of a passenger’s experience and modified them ever so slightly to capture thresholds where passengers have noticed a difference in their environment ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |