Re-imagining Passenger Experience Through Design Thinking (classroom)

CLASSROOM

Did you know that in the past 3 years, 64 participants from 24 countries have taken this course with IATA?

About the course

2-day (16 hours) classroom course

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

Course format

• This workshop provides 2 days (16 hours) of instruction delivered by an official IATA Instructor.
• Take this course at an IATA Training Center, Regional Training Partner, or on-demand as in-house training.
• Student performance will be based on an assessment

Prerequisites

• 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

• When you click the Register button, you will be directed to log in to your Training Account.
• Register early and save up to 25% at our Training Centers! Please read the Terms and Conditions for the early bird discount.

In-house training

To arrange in-house training for your company, please complete the in-house training request form or contact the Training Specialist in your region.

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

The key topics that are covered during this course include:

• 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

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.

This course is a step toward earning an IATA Diploma

Diploma

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