Controlled experiments as a shortcut to innovation
On average departure process at Incheon’s Airport: 38 minutes
International standard: 60 minutes
Don’t push when a nudge will do
Sometimes all it takes is a gentle nudge to save a huge amount of time. Adding the ‘Please enter’ screen, thus inviting the next customer in line to step forward, proved a simple way to make a big difference.
“We wanted to offer passengers a great user experience at baggage check-in. That became a reality thanks to a productive collaboration with Hike One.”
Reinout van der Meulen
Senior Portfolio Manager BagDrop at SITA
Design sprint in a crowded airport
We admit, we are huge fans of the Google Ventures design sprint. Cranking up the pressure, designing and validating a solution in just five days... That’s hard to beat.
“We learned an awful lot from simulating the drop-off experience in crowded airports. The prototypes we used for testing were cobbled together from cardboard, duct tape and an iPad.”
Hylke van Maaren