2017

Aalto University

Helsinki Airport

This thesis delves into the exploration of passenger ground experiences at Helsinki Airport, a major hub with numerous digital touchpoints and millions of travelers passing through annually. My previous project work at Helsinki Airport ignited an interest in examining customer ground experiences and the existing digital touchpoints more in-depth.
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The case study phase began with background research to assess the current customer experience at Helsinki Airport. This study included interviews, observations, and desk research. Based on the initial findings, a creative toolkit was developed to map passenger journeys on-site and identify latent needs. The collected data was synthesized into three archetype-specific customer journey maps, highlighting opportunities for enhancing digital touch-points.

The methods employed in this case study provided a deep understanding of the high and low points in the customer journey through Helsinki Airport, offering valuable insights for potential improvements.