Service Design Show

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? --------