Evaluating the Passenger’s Experience
The Airport had a short window to make changes to the passenger experience between the Rental Car Center (RCC) and the airport terminals. Research participants, recruited for their design and technical expertise, experienced a typical passenger journey to and from the RCC.
At each stage, the “brain trust” was given the opportunity to take notes and discuss issues they encountered and the opportunities they envisioned. A final shared brainstorm, brought consensus to the challenges encountered, and cohesion to all potential solutions. Having the client team participate in the research allowed for immediate implementation of our brain trust’s recommendations.
What we uncovered: