Re-imagining Passenger Experience Through Design Thinking (classroom)



Did you know you can also take this course online? Find a session and register using the VIRTUAL CLASSROOM schedule

Did you know that in the past 5 years, 62 participants from 13 countries have taken this course with IATA?

About the course

3-day (24 hours) classroom course

IATA Re-imagining Passenger Experience Through Design Thinking  aviation training 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.

Download the Outline

Course code: TALG-91

Course format


  • 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

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.

There are no scheduled classes at the moment

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


  • 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.

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