Speaker Biograghy: Rikke is Sales and Marketing Director at Aalborg Airport. During the past five years she has been one of the main forces behind the transformation of Aalborg Airport. The airport has gone through an extensive development and is now an international airport with its own unique identity and a strong focus on passenger experience. Rikke has a background as a master of marketing, and she gained some of her experience with customer service at Tivoli in Copenhagen.


Day 3 - 12 March
Session: Customer Service & Passenger Experience

12:25 - 12:55 - How Aalborg Airport created better user experiences through design
Synopsis: Aalborg Airport in Denmark has gone through extensive development from national to international airport during the past few years; during one expansion, the airport’s physical capacity was more than doubled. In order to visualise the airport’s values and create better user experiences, part of the strategy was to invest in creating a strong design DNA. Aalborg Airport chose a local supplier to design and develop new products and furniture – from self-service bag drop to gate seating – that functionally creates better user experiences and aesthetically supports and defines the airport’s identity.

Audience will learn:

• How to use design in a strategic way to make a stronger brand identity
• Why investment in new and innovative design can lead to better, integrated user experiences
• How to visualise the airport’s or company’s values and identity through design