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IATA Course
IATA COURSE : Re-imagining Passenger experience through design thinking
 
COURSE GOAL

 With the growth of air transport, the industry faces challenges and opportunities
  to meet its customers’ expectations. Many companies who seek to innovate and cater to their customers’ expectations have started adopting a "design thinking" approach to problems and challenges. Design thinking is a human-centric, interdisciplinary approach to innovation. This workshop will introduce you to the design thinking process, and show you how to apply "human-centered design" techniques, in combination with analytical research of customers. You will understand the needs and pain points your passenger’s experience, which will guide you in crafting solutions that will address these gaps. From defining goals, researching customer behaviors and preferences, ideating and documenting customer personas and their journeys, you will learn to prototype innovative solutions and develop strategies to implement monitor, and continuously improve them.
 
CONTENT
Introduction to principles of Design Thinking and Human-centered Design techniques
Design methodologies
Holistic view of your customers’ expectations, needs and wants
Ideation ? new brainstorming techniques
Iterative design thinking process
Identifying focus areas based on the data
 
LEARNING OBJECTIVES
Upon completing this course you will be able to:
Describe the value of the design thinking process as a means to problem-solving
Describe your customers’ behavior, expectations, needs and wants in a holistic and
  empathic way
Develop solutions for your customers that demonstrate critical and creative thinking
Operationalize and apply the design thinking process in the context of your organization
 
COURSE FORMAT
This workshop provides 2 days (16 hours) of instruction delivered by an official IATA Instructor. Student performance will be based on an assessment.
 
TARGET AUDIENCE
This course is recommended for: Strategic, management-level staff at airlines or airports and Innovation specialists
CERTIFICATION
An IATA Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on all exercises and exams. A special distinction is awarded to participants obtaining a grade of 90% or higher.
 
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Incheon Ariport Aviation Academy, 835-2 EurWang-dong, Incheon, Republic of Korea, 22384, Tel:+82(32)741-4344 Fax:+82(32)741-2090 Email:iaaa@airport.kr