A study of touchpoints adaptability at Helsinki airport: from customer experience perspective

Abstract

Touchpoints design is the crucial parts of service design because touchpoints are the interface of service that customers have direct interaction. The quality of touchpoints affects directly to customer experience. Thus, customers’ adaptability of touchpoint is the touchstone of touchpoint quality.

The target research place is at Helsinki Airport. The study involves perspectives from both customers and designers. Customers give the insights about the airport experience (touchpoints) through customer experience survey while designers give the thoughts of touchpoint design during interviews. Customer journey map is applied as the main framework during research. The study concludes a guideline for designers to create adaptable touchpoints. It is consisted with the elements of customer journey map, customer adaptability and designer’s input.