IDEAS home Printed from https://ideas.repec.org/a/aza/jam000/y2024v19i1p33-56.html
   My bibliography  Save this article

A data-driven approach to elevating airport experiences: Insights from Ontario International Airport’s journey mapping analysis

Author

Listed:
  • Sanders, Tiffany

    (Ontario International Airport, USA)

  • Flores, Samantha

    (Corgan, USA)

  • Hoelting, Melissa

    (Corgan, USA)

Abstract

At Ontario International Airport (ONT), elevating the customer experience goes beyond increasing operational efficiency. By using a comprehensive, data-driven approach to creating a customer journey map, ONT gains a clear and comprehensive understanding of a passenger’s experience throughout the airport. This paper identifies key problems, areas of success and opportunities for improvement, leading to informed decision making and strategic investments that elevate overall customer satisfaction. Readers will learn the purpose and application of a customer journey map, including how to identify critical touchpoints and visualise the user experience from start to finish. The paper also introduces behavioural science tools, such as retina-scanning glasses, which help benchmark current experiences and uncover gaps in service. Additionally, it highlights the role of data-driven insights in influencing future design strategies, considering spatial features, emerging trends, policy changes and technology integration. The paper describes how to analyse and prioritise recommendations across each touchpoint, fostering cross-organisational consensus and guiding strategic investments in enhancing the airport experience. This knowledge is vital for professionals looking to innovate in service and infrastructure improvements, ensuring a world-class experience for airport passengers.

Suggested Citation

  • Sanders, Tiffany & Flores, Samantha & Hoelting, Melissa, 2024. "A data-driven approach to elevating airport experiences: Insights from Ontario International Airport’s journey mapping analysis," Journal of Airport Management, Henry Stewart Publications, vol. 19(1), pages 33-56, December.
  • Handle: RePEc:aza:jam000:y:2024:v:19:i:1:p:33-56
    as

    Download full text from publisher

    File URL: https://hstalks.com/article/8938/download/
    Download Restriction: Requires a paid subscription for full access.

    File URL: https://hstalks.com/article/8938/
    Download Restriction: Requires a paid subscription for full access.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    More about this item

    Keywords

    passenger journey mapping; user experience; environmental quality; Ontario International Airport (ONT); wayfinding;
    All these keywords.

    JEL classification:

    • R4 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics
    • R40 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - General
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aza:jam000:y:2024:v:19:i:1:p:33-56. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Henry Stewart Talks (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.