Passenger Experience Service Design - Advanced (classroom)


About the course

3-day (24 hours) classroom course

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.

Download the Outline

Course Code: TALG-87

Course format

  • This classroom course provides 3 days (24 hours) of instruction delivered by an official IATA Instructor.
  • Student performance will be based on an assessment

Prerequisites

  • Participants should have prior knowledge of design thinking methodology
  • Recommended level is Advanced
  • The recommended level of language proficiency is ICAO Operational Level 4 for courses in English or the equivalent level for other languages.

How to register

To arrange in-house training for your company: Complete the in-house training request form or contact the salesperson in your region.

Next class

Passenger Experience Service Design - Advanced (classroom)

Belgium, Brussels (IATA)
17 - 19 August, 2022
Register before 27 Jul, 2022 to take advantage of the USD100 Early Bird discount. The price below includes this discount.
Please register by 27 Jul
All prices are before tax and include applicable discounts.
Class no: 148311
English
USD 1,370
USD 1,790
Regular
USD 2,000

2 additional classes are scheduled

Passenger Experience Service Design - Advanced (classroom)

United States, Miami (IATA, ACCET Accredited)
28 - 30 September, 2022
Register before 28 Jun, 2022 to take advantage of the 20% Early Bird discount (only for payment by credit card or ICH)*. The price below includes this discount. *Terms apply
Please register by 07 Sep
All prices are before tax and include applicable discounts.
Class no: 148581
English
USD 1,176
USD 1,512
Regular
USD 1,680

Accett

The IATA Training Center in Miami is ACCET Accredited


A regional course discount (up to 10% discount) is available for classroom courses at IATA Training Centers in the Americas (excluding Canada).

To claim the discount, enter 'LatAmTraining' in the promotional code field during your registration. The discount will be deducted automatically from the course price. This discount will be applied in addition to any qualifying early bird promotion.

Miami Training Center Information

Passenger Experience Service Design - Advanced (classroom)

Switzerland, Geneva (IATA)
7 - 9 December, 2022
Register before 06 Sep, 2022 to take advantage of the 20% Early Bird discount (only for payment by credit card or ICH)*. The price below includes this discount. *Terms apply
Please register by 16 Nov
All prices are before tax and include applicable discounts.
Class no: 148717
English
USD 1,176
USD 1,512
Regular
USD 1,680

What you will learn

Upon completing this course you will be able to:

  • Describe the importance of adopting a user-centered problem solving approach to improving passenger experience
  • Effectively frame opportunities for improvements in the passenger experience
  • Describe a range of prototyping activities and how these could help in developing effective customer solutions to customer needs
  • Describe different methods to measure passengers’ experience

Course content

  • User-research and interview techniques
  • Customer journey and insights mapping
  • Opportunity prioritization and framing
  • Ideating on opportunities
  • Advanced prototyping
  • Prototype validation and iteration
  • Customer experience governance and measurements

Who should attend

This course is recommended for:

  • Strategic, management-level staff at airlines or airports
  • Innovators specialists

Certificate awarded

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.

This course is a step toward earning an IATA Diploma in:

Passenger Experience Excellence Diploma

Designed to cover passenger experience and digital transformation trends to provide your passengers with a seamless, secure and efficient travel journey that is highly personalized.

  • English
  • 中文
  • Español

Additional content

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.

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