This workshop is for people who are already familiar with the design thinking process and service design and want to expand their knowledge with practical tools they can use to understand and improve customer experiences. As an Advanced course, this course will offer participants deeper insights on how to use service design thinking as a methodology to empathize with passengers. Participants will be guided across the use of a range of advanced design tools to understand passenger needs and turn research findings into insights, and ultimately validated solutions, taking an iterative approach to design. Additionally, this course will provide further depth on the importance of looking holistically at passenger experience as well as how to ensure passenger satisfaction is monitored holistically across the whole experience.
This course is available at IATA Training Centers and Regional Training Partner locations, and on-demand as in-house training.
Course Code: TALG-87
Upon completing this course you will be able to:
This course is recommended for:
An IATA Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on an assessment. A special distinction is awarded to participants obtaining a grade of 90% or higher.
About IATA Classroom Training
We train more than 10,000 aviation professionals annually through our global network of IATA Training Centers, Regional Training Partners, and in private in-house sessions. Our 300+ classroom courses are developed using IATA’s unique industry insight and delivered by IATA Instructors, experts in their fields.