Service Design | 2014
Delft and Schiphol, The Netherlands
Enable collaborated with Zodiac Aerospace for six months for Emirates Airlines to make Users’ inflight experience seamless and stress-free.
The team created a Customer Journey of a typical trip on an Emirates flight to create an understanding of typical problems users encounter, as well as possible design opportunities that the team could explore.
This allowed us to create a service-process system (PSS) over seven weeks giving insights into the current customer journey. The group decided to focus on maximising the inflight experience and minismizing the importance of food during short haul flights.
Throughout the project, my role within the team had two focuses. Within the first stage of the project, I focused on developing the Customer Journey, whilst in the second stage, I focused on developing potential design concepts, iterating on those and formulating a final concept.
The design process used, allowed us to create a service-process system (PSS) over seven weeks giving insights into the current customer journey. After conducting user interviews, a focus group and two observational studies, the group decided to focus on maximising the inflight experience.
SCOPE Service Design, Airlines, Customer Journeys
TEAM Lexie Lam, Hayagreev Narayan, Paul van Eeghen
IN COLLABORATION WITH Emirates, KLM Airlines & Zodiac