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dubai airports hospitality customer experience pilot by engine

Dubai Airport Customer Service Design

Piloting a new approach to customer service and information delivery

The challenge

The busiest hub airport in the world (90m passengers per year), risked increasing pressure on their operation and a diluted customer experience from increase passenger numbers. With no option but to build more capacity, Dubai Airports decided to simultaneously enhance their service offering, creating a world class customer experience, whilst getting more from their existing facility and resources.

The outcomes

The Engine Service Design Team developed an ambitious vision for the airport customer experience, comprising the enhancement of the front-line service team and the passenger information flow, which were designed in detail and piloted within the current airport to see the impact.

Client: Dubai Airports Duration:

This hospitality focused initiative, combined front-line service and the redesign of passenger information, to create a distinctive passenger centred service, with great results.

dubai airports hospitality customer experience pilot by engine 02

Shifting the front-line teams from operations to hospitality

Dubai Airport is one of the largest in the world; with 70% of those passing through it connecting from one flight to another, it meant staff played a critical role in ensuring flights were caught on time and passengers were able to make the most of their time whilst in transit. In collaboration with strategy and operational teams Engine Service Design developed a new, passenger-centred, service style called ‘Arabian Hospitality’ and supporting operational guidelines that would raise the level of service passengers would receive. Engine also redesigned the staff learning experience and provided support on the ground to embed the new service behaviours.

A refreshed approach to passenger information

To support the improvement of customer service, Engine Service Design experts also reviewed passenger information across the airport and developed a series of enhanced information products, to supplement the existing wayfinding; these have now become part of the information standard. The design work involved developing more high impact visual signage and creating improved landmarks and maps that enables passengers to make quick decisions. We also developed a digital application for supporting staff and the passengers throughout their airport journey.

Project to programme

Once developed the Engine Service Design Team worked with Dubai Airports implementation partners, to design and manage the production and the delivery of the training and the ‘on-the-job coaching’. In parallel, developing the piloting plan for the airport to measure the impact once the new information products and services were in place; this allowed Dubai Airports and Engine to understand how these changes were performing and make adjustments as necessary. The pilot ran for 3 months, after which results were reported upon and an airport-wide roll-out was given the green light.

“Through taking a design-led approach to our service improvement, we were able to demonstrate that being vision-led and focusing on the customer could have a demonstrable impact on the customer experience, operations and commercial performance”.


“Engine has had more impact in three months than we have had in five years”

-80% fewer questions

+8.6% increase in satisfaction

+30% increase in F&B

Design Effectiveness award winner

Have a similar challenge? Get in touch with the Engine Team

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Here’s how we do it

Insight to vision

Identify the difference between what you do today and what your future customers don’t yet know they need. Reimagine the future.

Insight to vision

Design to pilot

Unlock new value by imagining, designing and piloting services and experiences your colleagues are inspired to deliver and your customers will love.

Design to pilot

Plan to mobilise

Mobilise your organisation with a plan to change, build or buy what’s needed to deliver new services and experiences.

Plan to mobilise

How we can help


It's working, but not well enough

When legacy issues and disjointed ways of working are impacting your customer experience and critical metrics, you need a trusted partner to guide you.

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reimagine engine

Think differently to stay ahead

When you need to think differently to stay ahead, but you’re unsure how to differentiate your customer experience, you need a trusted partner to guide you.

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Do something genuinely new

When you spot an opportunity to disrupt your industry with a new product or service, you need a trusted partner to guide you.

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Customer Driven Transformation

How design-led companies get more of the right services to market faster

engine book customer driven transformation

“For any who seek to improve their services, let this book be your design-led guide. It will enable you to truly transform your service, by staging engaging, personal, memorable and even beautiful experiences.

Download a free copy of the first two chapters of our book.

With this book, the authors show you how to instil an outside-in approach to strategy; moving away from a management approach that’s technology, marketing or resource optimization-led, to one that is customer-inspired and experimental with innovation.