Designing the best Airport Experience / Stine Marsal / Episode #57

Airports are a stresful enviroment. A lot of things happen and people are always in a rush. How can you impact the actual passenger experience as a service designer in these conditions. In this episode Stine shares her most important lessons she's learned being the Service Excellence Director at the Copenhagen Airport. We also talk about how to use customer feedback to drive change and innovation without huge budgets or large in-depth studies. And finally you'll learn how what it takes to translate high level strategy into the daily operation. Making sure that strategy isn't just a nice poster on the wall but really something that really impacts how you operate as an organisation. ---------------------------------------- EPISODE GUIDE 02:10 - The first encounter with Service Design. 03:30 - Why use customer feedback? 13:15 - What if you need to design an experience in a high stress environment? 22:20 - How can we make strategy work? 30:30 - Big Questions: What was your best airport experience? ---------------------------------------- LINKS FROM THE EPISODE * Stine on LinkedIn ➜ https://go.servicedesignshow.com/r8vj1 MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course