Journey Mapping of Journeys
The Challenge
Our client was a small airport looking to improve the overall customer experience, with a focus on repurposing and expanding the space to make travellers more
comfortable while at the airport. In order to deliver on this, they needed a much deeper understanding of its customer segments, their needs, attitudes, and behaviour.
Our Approach
We uncovered the airport Journey from Home to Gate, among medium and super-heavy flyers. They identified pain points and unmet needs online and through focus groups. And we also tapped into the talents of diverse (non-travel) Subject Matter Experts who overlaid their areas of expertise onto their airport experiences, to help inspire new ways to be best-in-class.
The Outcome
We uncovered a series of essential needs and supporting executional ideas that best support travellers' needs at each stage of the journey. We unearthed all the reasons this airport is special and how this can also be leveraged to improve the overall experience.