Services Provided
Problem
IGA Lounge management wanted to improve the customer experience in the buffet service area. In particular, it aimed to avoid queuing, reduce waiting times, minimize consultation processes, as well as reduce waste. For these purposes, research and experience improvement services were requested from Goodjob.
Solution
For IGA, we conducted ethnographic research using the shadow research method of lounge experience at different periods, including night, by observing people closely, without coming into contact with them. On the other hand, we conducted a literature review on the airport experience. We analyzed the psychology of being at the airport. Accordingly, we carried out experience development studies in many areas, from the open buffet areas to the location of the food and beverage equipment.
Result
Within the solutions we produced, the IGA Lounge management changed the location of the flight information screens, the positions of the products in the open buffets were re-determined and the queues were minimized with the method of informing in advance.
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