BRIEF
My team and I were asked to improve the customer experience on-ground and increase revenue for the client.
ROLE
Project Manager
PROCESS
As PM in this project I worked with a lot of process design and planning. I incorporated a design process inspired by Doberman's way of working with mindsets, in order to bring structure in the chaos of creativity. To work as agile and efficient as possible I set up a KANBAN and standup meetings every day.
The research started in going through the company's data and creating personas out of the desired target audience. In order to find out what problem to solve we mapped out the pain points in the customer journey. The qualitative research we did was through interviews with staff. With a tool called scan cards we collected the main insights and drew conclusions of the industry.
For ideation we worked with brainstorming and a tool called speed dating, where you build on everyone’s ideas and then we narrowed down the ideas through a tool called the matrix.
With our idea we then sat down with the client for input and then iterated the concept until we were both satisfied.
RESULT
With the concept we handed over a future strategy for the scalability of the service and a plan for how this would help SAS with their branding at the airport.
PICTURES FROM THE PROCESS
(Logo idea and ideation)
