Did you know that in the past 5 years, 77 participants from 20 countries have taken this course with IATA?
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.
Course code: TALG-91
Upon completing this course you will be able to:
The key topics that are covered during this course include:
This course is recommended for:
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.