Service design consultancy for
The Aviation Sector
Creating a compelling vision or idea that excites your organisation should not be so hard.
Our Service Design System helps organisations such as Virgin Atlantic and Dubai Airports to create award-winning passenger experiences with measurable impact
Vice President of Research, Dubai Airports.
Building a better passenger experience
As the aviation sector gets to grips with restarting operations and services, attention will turn to rebuilding passenger confidence to fly. This will require rethinking the passenger journey and how technology, frontline employees, products, and services play a role in re-invigorating air travel in a post-pandemic world.
Re-imagining the passenger experience
To avoid declining passenger numbers and remain relevant, Engine Service Design works with airlines, airports and other aviation businesses to re-imagine the passenger experience; fully understanding how evolving expectations will demand a change in how their services are delivered and, developing new online and offline products to satisfy new expectations.
Rising digital expectations
It is human nature to compare expectations set from one service experience to another. As a result, in an increasingly digital world, passengers have higher expectations for the integration of digital tools to support them throughout their travel experience. Passengers will expect their travel experience to be seamless, connected across channels and personalised to them.
Imagine what’s possible
Digital solutions that give passengers more control over their experience.
Products and services that offer passengers greater flexibility.
Operations teams with the tools and the means to do more with less.
Data utilised beyond operations management to provide valuable insight on the passenger experience.
Higher levels of customer service, transparency and communications across all touchpoints.
Greater focus on services and wellbeing for more vulnerable passengers.
Imagine what’s possible
Digital solutions that give passengers more control over their experience.
Imagine what’s possible
Digital solutions that give passengers more control over their experience.
Imagine what’s possible
Digital solutions that give passengers more control over their experience.
Imagine what’s possible
Digital solutions that give passengers more control over their experience.
Dubai Airport Customer Service Design
Piloting a new approach to customer service and information delivery
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...
Defining Virgin Hotels Guest Experience Vision — Elementor
Virgin needed to find ways to inject their brand personality into the hotel business, offering a...
Helsinki Airport Vision For Services
Airline Finnair and airport operator Finavia partnered with the Engine Service Design Team to...
Emirates Airlines Passenger Experience Vision
To guide their substantial investment in upgrading digital systems and staff capabilities across...
Connected Service Design
Creating remarkable experiences your customers will love requires the seamless integration of the technology, people and places that make your customer experience unique. We call this Connected Service Design.
Resources
Technology alone won't save air travel
As the aviation sector gets to grips with restarting operations and services, attention will soon...
Planning for a new era of air travel
The Covid-19 pandemic has brought the aviation sector and commercial travel to an unprecedented...
Six ways to improve customer experience in aviation
In recent years, there have been great improvements in passenger experience in the aviation...
Book time with a service design expert.
Discover the transformative power of service design and unlock the full potential of your business. Get in touch with our service design experts today and start improving or innovating your services and customer experience.