Putting the passenger first in design management

Creating breakthroughs in the aviation industry

Conference paper (2016)

Authors

C.S.H. de Lille OLD Management and Organisation
C.P.A.M. Bergema Responsible Marketing and Consumer Behavior
Jose Rui Marcelino Alma Design
Research Group
OLD Management and Organisation
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Published Date

2016

Language

English

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Research Group

OLD Management and Organisation

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.