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Service Design Breakfast - How to involve, activate and engage people in the customer organization -...

Date post:	07-Dec-2014
Category:	Design
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Juha Vasko from the Finnnish airport operator Finavia and Tuomo Ketola from service design agency Palmu will reveal what they set out to design and implement, what they assumed and expected before they rolled their sleeves and got to work, what they think they learned from the development work, and especially what they found out to be the most critical things for improving customers' service experience. Finavia security check information: http://www.helsinki-vantaa.fi/travelling/departure/security-control Palmu: http://www.palmuinc.fi/en/

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Page 1: Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia

Page 2: Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia

2

Airport

Airlines

Ground Handling

Other Service

sPassenger

Page 3: Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia

14 900 000 Passengers+1000 Companies +15 000 Employees1 Airport

Page 4: Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia

Page 5: Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia

Page 6: Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia

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Page 8: Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia

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Page 9: Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia

Q2/11 Q3/11 Q4/11 Q1/12 Q2/12 Q3/12 Q4/123.5

3.55

3.6

3.65

3.7

3.75

3.8

3.85

3.9

3.95

4

Courtesy and helpfulness of security personnel

Page 10: Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia

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