Putting the passenger first in design management: Creating breakthroughs in the aviation industry

Christine de Lille, Katinka Bergema, Jose Rui Marcelino

Research output: Chapter in Book/Conference proceedings/Edited volumeConference contributionScientificpeer-review

Abstract

In order to remain competitive in the aviation industry, airlines and other companies are turning towards passenger experience for differentiation.
This paper addresses how an established airline considers the passenger
within their design projects and the management of these processes.
Through multiple interviews of key managers within the company a broad
view is provided of their perspective dealing with the passenger-­‐focused
change in the company. Other topics that are discussed are: dealing with
the restrictions specific to the industry, challenges encountered that kept
the airline from innovating from a passenger perspective, balancing between
innovation and ongoing operations as well moving from a vision towards
implementation.
Original languageEnglish
Title of host publicationThe 20th DMI
Subtitle of host publicationAcademic Design Management Conference Proceedings
EditorsEmily Bova
PublisherDesign Management Institute
Pages1801-1818
Number of pages18
ISBN (Print)978-0-615-99152-8
Publication statusPublished - 2016
Event20th DMI Design Management Institute Academic Design Management Conference: Design Research Meets Design Practice at the Inflection Point - Boston, United States
Duration: 28 Jul 201629 Jul 2016

Conference

Conference20th DMI Design Management Institute Academic Design Management Conference
CountryUnited States
CityBoston
Period28/07/1629/07/16

Keywords

  • passenger experience
  • aviation industry
  • innovation
  • collaboration

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