CXD: Customer Experience Design Engine Service Design

In this second episode in our Aviation Series of the CXD podcast, Oliver King and David Pinder discuss the importance of accessibility and inclusivity in airport passenger experiences. This episode highlights the need for airports to prioritise accessibility and adopt universal design principles to create environments that are accessible for all people. Oliver and David take you through the 5 considerations to design a fully accessible and inclusive airport, and discuss how improving the experience for passengers with disabilities also enhances the overall reputation of the airport and increases revenue opportunities.

Read our blog on Adapting Passenger Experience Strategies.

Download your copy of our Passenger Experience Strategy Checklist. 

 

Chapters:


01:53 Accessibility in the Aviation Industry
04:22 Positive Changes in Accessibility
06:42 Importance of Accessibility and Inclusivity
08:52 Business Benefits of Accessibility
09:39 Considerations for Designing Accessible Airport Experiences
11:58 Adopting Universal Design Principles
14:53 Diverse Services & Amenities
16:22 Cultural Sensitivity in Airport Design
18:20 Creating Comfortable Sensory Experiences
19:58 Customer-Centered Approach

Join us on the CXD podcast as Oliver King and David Pinder discuss the future of passenger experience at airports. In this episode, we explore how major events like Covid-19 and innovations in technology have transformed the Aviation industry. Join us as we discuss the innovative technologies and solutions showcased at the Passenger Terminal Expo and how they are enhancing the future of a more human-centred, accessible and holistic approach to customer journey design.

Download your copy of our Passenger Experience Strategy Checklist:
https://resources.engineservicedesign.com/passenger-experience-strategy-checklist

Products discussed:

Vision Box
https://www.vision-box.com/

Smart Depart App
https://smartdepart.de/

ALIX™
https://www.idemia.com/digital-luggage-tag-solution

Chapters
5:57: The Role of Regulation
8:31: The Future of Airports
12:01: Building Resilience
13:48: Passenger Terminal Expo
19:14: AI Optimisation and Biometrics
22:16: Personalised and Configurable Experiences
27:11: Designing a Holistic Customer Journey

Contact us:
https://resources.engineservicedesign.com/get-in-touch

Website: https://engineservicedesign.com/
LinkedIn: https://www.linkedin.com/company/engine-service-design/
Instagram: https://www.instagram.com/engineservicedesign/

Dive into the world of Customer Journey Design with CXD, the podcast from Engine Service Design. In this episode, Oliver King reveals how centring customers in every initiative can transform both customer satisfaction and operational performance. Discover the methodologies and tools that drive this essential transformation, making it a crucial tool for any organisation aiming to enhance their customer experience. Join us to see how Customer Journey Design functions as an indispensable operational system.

Join us on CXD, the podcast from Engine Service Design, as we explore the creation of the "Concept-of-Experience," a strategic tool that outlines the future of customer interactions. In this episode, Oliver King details the journey from initial research and persona development to setting a visionary strategic direction. Discover how this critical tool not only aligns with business objectives but also galvanises stakeholder support, providing a robust framework for enhancing customer experiences and driving impactful change.

Dive into the art of journey mapping with CXD, the podcast from Engine Service Design. This episode focuses on the As-Is Journey Map, a pivotal tool in designing services and experiences that resonate deeply with users. Journey mapping reveals the current state of user interactions, pinpointing pain points and moments of delight to inform future enhancements. By exploring the sequence of user steps and interactions, we uncover insights that drive empathetic, customer-centered design. Join us to learn how to craft these maps using a blend of research, technology, and collaborative insights, setting the stage for transformative service design. Discover the power of journey mapping to align teams, drive innovation, and deliver remarkable experiences that customers love.

Explore the evolution of Journey Mapping, from its roots in cognitive psychology to its pivotal role in today's customer experience design. Discover how it shapes customer experiences, drives business strategy, and adapts to digital advancements. This episode unpacks the journey of Journey Mapping itself, revealing its impact on design, business, and the future of personalised customer experiences.