Mobility

For several years running, Oslo Airport (OSL) has been recognised as being the most efficient and well-scheduled airport in Europe. But OSL wanted to go one step further. Their vision is to provide the best airport experience all around. To achieve this, we need to understand the ideas and tools available to unify the airport staff. In short – we needed insight from both travellers and staff.

Unifying airport staff  

 at OSL, we needed to understand how the airport functions from a service perspective and as an organisation. To capture detailed user insight into behaviour, needs, and wishes, we used several service design methods:

User Journey

Shadowing travellers throughout the airport.

(interviews) with travellers and employees.

Observing patterns and experiences at the airport.

Self-documentation of travellers experiences.

We shared the insights across various forums - from management meetings to social events. This helped shape a general picture of the challenges involved.

Thorough mapping and understanding of user needs

Thanks to the user insight, airport staff could embrace a common empathy towards travellers using the airport and see how their respective jobs affected travellers and their experience. Moreover, insights lead to concrete measures relating to travellers needs:

 and directions, such as new gate numbering, dynamic flight information, and numerous signage upgrades.

Information Architecture

Improved public facilities, such as water drinking fountains, electrical outlets, etc.

 for families with children, including a separate family track through the security check.

“I am there for you” – a service and training program for all OSL personnel.

A common visual language enhancing people's experience of all internal processes throughout the airport.

Using the opening of a new terminal and the implementation of a new baggage-handling system as burning platform to imagine a common vision of the airport of the future.

The project has had a positive effect in multiple ways:

Passenger satisfaction (improved customer satisfaction surveys).

Organisational mindset (new employee training modules and a common visual language enhancing people's experience of OSL).

Other airports adopting similar methods (measures at OSL are now progressively being implemented at all 46 other government-owned airports throughout Norway).

Designing a superior airport experience