Product improvement case: redesigning the passenger journey at a real airport

Choose an airport you know well and explain how you would improve it. You decide what to focus on: walk through which users you would serve, which problems you would solve, which improvements you would make first, and how you would measure them. ```hint Walk the journey and its owners Follow one passenger from reaching the airport to sitting at the gate. Each step is run by someone different, such as the airport, an airline or a government agency, and that shapes what you can actually change. ``` ### Clarifying Questions - Are we the airport operator, an airline, or a technology company building products that airports use? - Should the improvement focus on travelers only, or also on the staff, airlines and retailers who work there? - Does the scope stop at the terminal, or include getting to the airport and the flight itself? - Is success about passenger experience, passenger throughput, or airport revenue from parking and shops? ### What a Strong Answer Covers - A concrete airport and a stated goal, with a scope that is explicitly in or out (the terminal journey versus travel to the airport). - User segments, such as infrequent leisure travelers, families, frequent business flyers, connecting passengers and people with reduced mobility, and a reasoned focus. - Pain points mapped to journey stages, with recognition of who controls each stage. - Several solutions prioritized by impact, reach, effort and dependencies on regulators and airlines. - Metrics and a rollout plan, with guardrails such as missed flights, privacy and operating cost. ### Follow-up Questions - Your top idea needs the security agency to change its process. How would you get it done, and what would you ship if the answer is no? - How would you pilot the improvement at one checkpoint and prove it worked? - If the airport's main goal were revenue from shops and parking rather than passenger experience, how would your priorities change?