Philadelphia International Airport
SUPPORT STAFF SERVICE DESIGN ANALYSIS
Problem Overview
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.
Solution Method
- Industry Research
- Journey Mapping
- Intercept Interviews
Interviews
0
intercept interviews with travelers and staff
Walkthrough Tour
0
observational in-situ study
Output
0
inexpensive opportunities found
The story
User Research
Our team performed intercept interviews with travelers within the airport, but at random. We also conducted interviews with support staff.
Journey Map
The project budget allowed for a high level, light touch output (seen on the left), detailing opportunities and pains discovered through the limited study.