CIID, Design playground, Thoughts

Service Design : ‘WELCOME CPH’

After 4 intense weeks we are finally done !

Welcome CPH

I had the pleasure of working with an amazing team comprised of Martin Tai Lyhne Jensen and Hyeona Yang , who are exceptionally talented and perceptive individuals. The long talks and discussion sessions will be the highlights of the time in which we worked together.

So here is the final video for the concept , as presented to the officials at CPH

CPH Welcome is a service offering arriving passengers at Copenhagen Airport a warmer personal welcome experience. Through a simple website interface coming travelers can choose to have a personal escort welcome them upon arrival with a customized deck of information cards to support their onward journey in the city of Copenhagen.

CPH Welcome is targeted at first-time or frequent travelers to Copenhagen who book online and are interested in a little pre-planning to achieve a more inspiring welcome experience at the airport and onward on their journey in Copenhagen.

A website allows travelers to plan for a nicer welcome experience at Copenhagen Airport. Besides a free metro ticket and refreshment while waiting for their luggage, arriving travelers can also choose to have a personal guide welcome them and customize a deck of information cards to support and inspire their onward journey in the city of Copenhagen.

Some of the touchpoints:


At the Welcome Cafe

Visit and Info cards

Personal Guide through the airport

In the city

SMS guiding service

Service Design is about zooming in and out, all the time. It’s about one system blending into the next. In a team, it’s about framing things the same way yet experiencing them differently.  Thinking in systems of reality and layers of interpretation can be good in analysis, but prototyping experiences means that thinking with your head is often not enough.

Sometimes you need to let your body do the thinking for you. Ask yourself, are you treating the system or the symptoms of the system? Are you over-interpreting or missing out on something? Are you even heading the right direction? You never know unless you experience it yourself and share that experience effectively and inspiringly. Experience prototyping helped us test our hypotheses and quickly experiment with behaviors. Mapping observations and giving them new expression helped us define our ideas and get inspired.

Many thanks to Brian Rink (IDEO) , Rory Hamilton (LIVEWORK) , Julia Frederking, Nina Cristoffersen (CIID) and last but not the least Simona Maschi (CIID) for leading us through the month.

And thanks to the highly open minded CPH officials who were supportive of our process , methods and ideas through the project.


One thought on “Service Design : ‘WELCOME CPH’

  1. Pingback: Dobrze zaprojektowana… podróż lotnicza | Usability & Interactive blog

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