We tested 12 new service prototypes chosen from the initial 200 improvement ideas that Finavia had gathered from passengers. They included pop-up yoga classes (‘YogaGate’) and mobile coffee vendors, as well as technical services such as information boards on the gate buses.
From insights to working prototype in less than 3 months
900 passengers participated across 75 days. During the process, Travellab invited them to take an active part in designing their own improved transfer experiences.
Three of the successful live prototypes: selfie wall; midsummer celebrations. Failed fast concept: gate coffee roastery
In fact, what took place was an agile, human-centric process of service design and prototyping, and a great example of a large corporation openly taking part in co-creation.