Support staff service analysis
Philadelphia International Airport
I developed a strategic journey map for the Philadelphia International Airport’s overall customer experience which detailed key interaction points between customers and airport employees.
The airport currently employs many vendors whose role is to assist travelers throughout the airport facility. Due to the thousands of interaction exchanges, the airport was
looking for a way to improve customer relations and drive efficiency between travelers and the airport staff.
INTERVIEWS
day in the life research
opportunities
SolutionS and Methods
- Industry Research
- Journey Mapping & Experience Blueprinting
- Intercept Interviews
THE STRATEGIC DESIGN PATH
Due to security, Jordan was given a chaperoned tour through the airport. While there he conducted in-situ observational studies and intercept interviews with flyers and staff to gain insights while in context
The current state journey was mapped and any opportunities and pain points found by the team were labeled into an experience blueprint. Each idea was categorized for either the employee experience or customer experience. For example, an insight revealed that because most of the airport staff (non-airline) were hired partners, none of them shared uniforms. This caused confusion amongst airport goers. The simple insight then was to buy shared uniforms at PHL so that all staff could be easily recognized while still maintaining co-branding where required.
Other interesting ideas were to add multi-lingual signs beyond Spanish throughout as well as floor markers to help flyers find bathrooms and other interesting landmarks. On top of all of this, working with airline partners to enhance their application experiences was also recommended; giving PHL a rapid list of ideas that they took into roadmapping to enhance the experience for all