Project title: Travellab – improving the customer experience for transfer passengers
Client: Helsinki Airport
See the full case study.
Category: Professional, Commercial
How the transfer passenger experience of Helsinki Airport was improved with the help of agile and user-centric approach of service design and the newest methods of live-prototyping. In the beginning of the year 2014, Finavia, Finland’s national airline company, had a positive problem. The public limited company had managed to build a working customer feedback system and its customers were active; they had submitted more than 200 ideas for improving the transfer passenger experience at Helsinki Airport, one of the main transfer airports in Northern Europe. The quality and the extent of the ideas varied greatly, and Finavia was puzzled about what to do with the ideas – or more precisely, how to know which of the ideas would have the most significant impact on improving the transfer passenger experience.