The Impact of Poor Service Design at Airports

The podcast highlights the negative impact of poor service design at airports, specifically focusing on the frustration caused by inaccurate and automated announcements. The departure board with minute-level accuracy creates a perception of control and reliable information, while the automated announcements, bound to the original timetable, create a perception of incompetence. The speaker suggests that having separate notification templates for initial, more, and less delay, along with improved logic, would enhance the passenger experience. The frustrating experience of false notifications erodes trust in the airport and airline, reinforcing an expectation that digital services do not work as intended.