Re-imagining Dubai Airports Future passenger experience

James Samperi Director | Engine Service Design March 2015

What would happen if an airport’s vision was driven by their customer experience not their infrastructure?

What if we developed a customer experience that could change the paradigm of a conventional Airport?

THINGS WE’VE LEARNT* ALONG THE WAY *SO FAR

KNOW YOUR CUSTOMERS *REALLY WELL

LEISURE

BUSINESS

& Yesterdays perspective….

ESCAPE ARTISTS

COMFORT JUNKIES

EXPERIENCED COMPROMISER PATIENT PILGRIMS

Today’s perspective….

ESCAPE THE VACUUM

HIGH SPEED

TRAINS

PERSONAL

DIGITAL

Competition can come from anywhere

CHANGING LANDSCAPE

CHALLENGE CONVENTIONS & MAKE NEW RULES

DATA DRIVEN

PERSONALISATION

BEYOND THE BUILDING

FAST FORWARD THEN TRACK BACK

KNOWN & DISTRUPTIVE FUTURES MASS AUTOMATION SMART DEVICES TRUSTED PASSENGERS

RISE OF THE AIR CRUISE?

NOT PRODUCTS BUT JOURNEYS

FORM AN AMBITIOUS* TARGET *And specific!

EMOTIONAL

FUNCTIONAL

EVERYDAY MAGIC ENRICHING ESCAPES

INTELLIGENT INTERSECTIONS

DYNAMIC RESPONSES

GET EVERYONE TO OWN IT

MIND THE GAP

MAKE FRIENDS AND INFLUENCE PEOPLE

FIND THE SWEET SPOTS

GREAT EXPERIENCES DON’T HAPPEN BY ACCIDENT. THEY ARE DESIGNED.

WATCH THIS SPACE