What is an Experience Master Plan?
- Customer Experience Strategy & Vision
- ·
- 1 min read
What is an experience master plan? What form does it take and what does a good one look like?
Managing Director James Samperi, explains in the video above.
Although experience master planning is not universally discussed, many airports and airlines take this approach to airport design planning and strategy.
It is a living strategic document that develops, captures and communicates the target passenger experience that sets out a holistic and actionable vision for passengers for the next 10-15 years of operations
It goes beyond infrastructure, looking at multiple dimensions of what makes a passenger experience and what’s missing from the current build and strategy around the airport or airline experience. It looks at products, staff roles, levels and allocations, and the digital experience.
A masterplan should directly help prioritise existing projects, determine synergies across work already in the plan, and instigate new initiatives based on any gaps identified.
If you are looking for a holistic strategy for what needs to happen with people, places and products at your airport or airline, get in touch.
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