Re-imagining Passenger Experience Through Design Thinking

Some of these topics are also explored in the following virtual classroom course:

About

With the growth of air transport, the industry faces challenges and opportunities to meet its customers’ expectations. Many companies who seek to innovate and cater to their customers’ expectations have started adopting a "design thinking" approach to problems and challenges. Design thinking is a human-centric, interdisciplinary approach to innovation.

This workshop will introduce you to the design thinking process and show you how to apply "human-centered design" techniques, in combination with analytical research of customers. You will understand the needs and pain points of your passenger’s experience, which will guide you in crafting solutions that will address these gaps. From defining goals, researching customer behaviors and preferences, ideating and documenting customer personas and their journeys, you will learn to prototype innovative solutions and develop strategies to implement monitor, and continuously improve them.

This course is available at IATA Training Centers and Regional Training Partner locations, and on-demand as in-house training.

Course code: TALG-91

Course format

  • This workshop provides 2 days (16 hours) of instruction delivered by an official IATA Instructor.
  • Student performance will be based on an assessment

Prerequisites

  • There are no prerequisite for this course
  • Recommended level is Intermediate
  • 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

Next class

Re-imagining Passenger Experience Through Design Thinking

Switzerland, Geneva (IATA)
10 - 11 November, 2020
Register before 20 Oct, 2020 for a USD100 discount
Please register by 20 Oct
All prices are before tax. Class no: 110487 English
Dev. Nations
USD 1,050
Member
USD 1,350
Regular
USD 1,500

3 additional classes are scheduled

Re-imagining Passenger Experience Through Design Thinking

Spain, Madrid (IATA)
22 - 23 February, 2021
Register before 24 Nov, 2020 for a 20% discount
Please register by 01 Feb
All prices are before tax. Class no: 132499 English
Dev. Nations
USD 1,050
Member
USD 1,350
Regular
USD 1,500

Re-imagining Passenger Experience Through Design Thinking

France, Paris (IATA)
29 - 30 November, 2021
Register before 31 Aug, 2021 for a 20% discount
Please register by 08 Nov
All prices are before tax. Class no: 132073 English
Dev. Nations
USD 1,050
Member
USD 1,350
Regular
USD 1,500

Re-imagining Passenger Experience Through Design Thinking

Singapore, Singapore (IATA)
6 - 7 December, 2021
Register before 07 Sep, 2021 for a 20% discount
Please register by 15 Nov
All prices are before tax. Class no: 133017 English
Dev. Nations
USD 1,050
Member
USD 1,350
Regular
USD 1,500

What you will learn

Upon completing this course you will be able to:

  • Describe the value of the design thinking process as a means to problem-solving
  • Describe your customers’ behavior, expectations, needs and wants in a holistic and empathic way
  • Develop solutions for your customers that demonstrate critical and creative thinking
  • Operationalize and apply the design thinking process in the context of your organization

Course content

  • Design methodologies
  • Holistic view of your customers’ expectations, needs and wants
  • Ideation – new brainstorming techniques
  • Iterative design thinking process
  • Identifying focus areas based on the data

Download the Outline

Activities

  • Reading materials
  • Group exercises and presentations
  • Prototyping / Projects

Who should attend

This course is recommended for:

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

Certificate awarded

An IATA Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on all exercises and exams. A special distinction is awarded to participants obtaining a grade of 90% or higher.

Need Help?

We use cookies to give you the best experience on our website. We also use cookies for advertising purposes. Please see our privacy policy and cookies help page for complete information.