7 Customer Experience Takeaways From Leaving An iPad On A Plane
I fly for work. A lot. My commute usually involves planes, not trains or cars. In all these years, I haven’t left anything behind on a plane, until a recent family vacation to Orlando when I left my iPad mini in a seat-back pocket. Three hours later, when we checked into our hotel room, the iPad-sized in-room safe had me searching for my device. The last thing I remembered was trying to prevent my kids – Thing 1 and Thing 2 – from fighting over it after we landed by tucking it behind the inflight magazine. It worked so well that even I forgot about it! What followed was a great example of how a single aspect of user experience (in this case, customer service) can make or break the overall customer experience.
Tight flight connections are tough – and I’m not talking about actually getting from one flight to another. The difficult part is finding out which concourse and gate you need to get to, as well as the most efficient way to get there. This is just one of many scenarios where a glanceable user experience is essential – starting with displays (be it on an airport monitors or on a phone screen) that tell you where you need to go, and what time you need to be there, followed by clear and visible signs directing you to your next gate.