As part of our Internet of Things (IoT) consultancy service we recently researched customer experiences at airports, specifically the departure journey.
In the IoT you are ultimately trying to design service solutions, and in order to do so you must start by researching the ‘contexts of use’ in which a service is experienced.
We focused our research on identifying customer ‘pain points’ – those notable moments of frustration, anxiety, etc. – which are caused by the airport systems and processes they interact with.
We carried out mobile ethnographic research in order to capture experiences as they happened, following six travellers through Heathrow and Gatwick airports.