Experience Lab is part of Serco Group plc.
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Air travel better designed for everyone
Flying is no longer a transactional service moving from one destination to the next, but a multifaceted experience that combines food, drink, fun, and retail therapy. Passenger experience encompasses all touchpoints, from booking, to boarding, to baggage handling, and disembarking, with smooth processes, clear communication, and attentive staff all essential to a stress-free journey. And that is all before the role of digital is considered – a factor that is at the heart of personalised passenger offers and real-time updates.
In such a competitive landscape, creating a seamless and enjoyable experience is a must for two reasons. First, passenger experience at airports is firmly under the spotlight as the ACI World’s Airport Service Quality (ASQ) annually scores how well airports cater to the needs of their passengers. Second, is the importance of positive passenger experience to encourage repeat business, brand loyalty, and customer retention.
These are two sides of the same coin and airports are now spending more time and resources on optimising their passenger experiences.
With our skilled team of quantitative experts, we can analyse large data sets to identify trends in ASQ scores related to passenger experience. This goes beyond surface level descriptive insights on passengers to include inferential statistical analyses that identifies the root cause of ASQ passenger experience scores.
A core part of the passenger experience is the digital journey that passengers take when travelling abroad. Through our use of user testing, qualitative research techniques, and quantitative UX, we can track how and why passengers engage (or not) with your digital touchpoints.
Using our array of service design capabilities, we will focus on creating efficient, seamless, and customer-centred experiences across every touchpoint of the passenger journey. We will map the ‘as-is’ experience and use touchpoint optimisation to create a future state journey that improves passenger experience.
Using research and design techniques, we will help you create a seamless, consistent experience for passengers across all platforms and touchpoints, whether digital or physical. It involves seamless customer interaction with an airline through various channels, including the website, mobile app, customer service, social media, call centres, or at the airport.
We offer a range of qualitative and quantitative research expertise and can be flexible to meet your specific project needs.
We have more than 20 years’ experience in delivering PX for our aviation clients. With a clear service offering, supported by a 40-strong team of researchers, designers, and UXers, we can help you better understand your how to deliver seamless PX experience for all types of passengers.
This is more than being able to plan, pivot, or pause. Agile methodology is used across the UK Government and is a guiding set of principles that will enable you to fail forward in small, incremental steps from alpha testing, through to live roll out of products and services.
We work with clients for years to develop their PX. Whether we ‘walk behind’ (to support), ‘walk alongside’ (working with) or ‘walk in front of’ (leading), we adopt the necessary position to support your organisation’s journey into future proofing your PX.
UK
Crowne House, 56-58 Southwark Street
London SE1 1UN
Australia
Level 14, 535 Bourke Street Melbourne Vic 3000
Middle East
Rolex Tower, Sheikh Zayed Rd, E11, Dubai
Middle East
8793 Riyadh Front, Unit S7, King Khalid Int. Airport District, Riyadh, 13413-3718, KSA
Experience Lab is part of Serco Group plc.