Airport Design Thinking: An Employee Perspective

Abstract

. Airports worldwide have been disrupted by several factors, including, but not limited to, competition between significant airport hubs, emerging technologies, outbreaks such as SARS and COVID-19, and the Ukraine conflict. Consequently, airports must redesign their passenger experience to successfully execute airport operations despite ongoing disruption. To cope with the challenges discussed above, several authors have suggested that design thinking is a problem-solving approach that can be employed. This paper is guided by the research question: How can airport employees utilize design thinking to design a better service in the post-COVID-19 era? It is envisaged that this paper will provide a unique perspective on airport design thinking and propose an agenda for future research.