Emirates Airlines Passenger Experience Vision

Developing a five-year customer experience vision to inform technology investment.

Emirates Airlines Passenger Experience Vision Image

To guide their substantial investment in upgrading digital systems and staff capabilities across various touchpoints, the Emirates Airlines team sought a five-year passenger experience vision for the end-to-end passenger experience.

The Challenge

As they embarked on a major upgrade to their passenger service system (PSS), involving significant investment into digital systems and staff capability across multiple touchpoints, the Emirates Airline team needed a five-year vision for their passenger experience.

This vision would be essential to test their assumptions on the required investment in technology. The Engine Service Design team developed an ambitious end-to-end customer experience for Emirates Airways, including the engagement of staff, customers, and key business stakeholders to understand the requirements and impact fully  

The result placed technology and data-enabled services at the heart of their customer experience, not only enabling Emirates to remain one of the best airlines in the world, but also moving them towards being a lifestyle brand and service provider.

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