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https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610193849476-B8ULLOVD9KLXMK9F9S32/Observational+Research+02.jpg Processes Round trip from Dublin to Iceland, flying with Icelandair https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610398928653-5ESD02FNRI0DDDFTSVV8/Affinity+Map+Key+Goals+Blur.jpg Processes Affinity Mapping Results: Creating actionable goals and metrics https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610209016567-86XZSB7OLA9J6OFOM6Y2/Observational+Research+01.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610209016871-MRRDL93S27V29MD1Y3RN/Observational+Research+03.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610209017575-OAW970IYSY56WZEGFKQQ/Observational+Research+04.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610209018737-GR959NU3GNUL77FDVK0U/Observational+Research+06.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610209018683-2DW9HU80TJ9BNBRXRNTZ/Observational+Research+07.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610209019758-M61CMIA6X6GBDVTMFGNG/Observational+Research+08.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610195314407-NARF2IRTYYX2TGAFFEM7/Affinity+Mapping Processes Affinity Mapping w/ dot voting https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610902857312-2F9HLW6AKOBTEV2COYFU/image-asset.jpeg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610211189659-MCWTKBUCX9IFEDENQCEE/Observational+Research+05.jpg Processes Flew to Iceland to interview Icelandair Airline Stakeholders and Cabin Crew https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610212144428-NTD01NYTBS0XNILVWB5U/image-asset.jpeg Processes Affinity Mapping Results: Creating actionable goals and metrics https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610399013882-KC6V07FOTS8T6G6CKD0X/Affinity+Map+Key+Goals+Blur.jpg Processes Affinity Mapping w/ dot voting https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610213939152-ZBJSSK573L4I18DGQU1E/Post+workshop+board.jpg Processes Persona Workshop https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610288962709-Z4M71INW86A48B22FNQ0/vPOS+Persona+01.jpg Processes - Persona - Sandra Persona - Sandra https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610213966169-JT0AZ6DO0L2QYJ8OPFJJ/Persona+Workshop.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610289032582-1YE8T6F3F7Z985NEC1QF/vPOS+Persona+02.jpg Processes - Persona - Dave Persona - Dave https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610213986656-H67730ZXCV0LWQHGY88L/Dave+Bahaviours.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610290287352-9D00AONGJA13YDKOD120/IMG_20191112_111606.jpg Processes Empathy Workshop Set up https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610291006335-LD6LZBDZ0TJNY26EXE54/image-asset.jpeg Processes Sandra Empathy Map https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610291040569-G4H8US1ZJ6EFKISRP1NB/Dave_Empathy+Map.jpg Processes Dave Empathy Map https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610290542627-7NPT7NTT25EC9AS3HOD0/IMG_20191112_123912.jpg Processes Empathy Workshop in Process https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610291703259-DOB5VBMH4HDARQ9P8YI5/image-asset.png Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610290547614-8JJSTW3M9NFB5C71O7UQ/IMG_20191112_124725.jpg Processes Final Empathy Maps https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610294296367-HD6WKJGN7IWANLQZSHUO/image-asset.jpeg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610293005652-D3TTOIH7B1P89NS4ILA9/GS+Usability+Test+05.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610293005215-D96UH2QLHCTFNBNM6PH1/GS+Usability+Test+03.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610293004933-VM166J6AWGZHTM22MVV6/GS+Usability+Test+02.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610292736678-V6OCXV8THHJ5MNF644KM/GS+Usability+Test+04.jpg Processes A Paper Prototype was used for the Usability Test https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610303490228-W2QQPWVXI0TK4SE4WZ2E/journey+map+workshop+03.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610303491971-NWF9M6E3B2WCW78A99UC/journey+map+workshop+04.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610303490470-6UWRSLP3H8XSLLD6T8C1/journey+map+workshop+02.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610304055043-KYQEMAX7TTT3L87UD2W8/GS+User+Journey+Map+02.jpg Processes A full workshop journey map was recreated into a digital format below to allow it to be easily saved and distributed https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610303355073-KEKGCL9N0IZC1TYO1RSZ/journey+map+workshop+01.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610305297950-5FRDV3B3NBVWHE1KYEXT/GS+User+Journey+Map+01.jpg Processes The full journey map was reviewed and refined down to the final key journey insights. https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610308194002-XDYTQKRUCYA7Q2MH4R1N/Northstar+header.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610901244456-F6WR89YRCSOJY8ZSY5GQ/image.jpg Processes Stakeholders https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610721981478-8J8YJH3SIWOH191QTSEJ/image-asset.jpeg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610307538716-SX3CRVPHOX90WV0B8Q23/image-asset.jpeg Processes Affinity Mapping https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610901171931-4XHOWQWQO578ST1HDGUI/image.jpg Processes Experienced Employees https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610901213976-61KS4SZAEPLNHSYP053E/Stakeholders%252B01.jpg Processes Service Desk https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610454356352-F5A7VDR21F4HAVCPZC0W/Roadmap.jpg Processes Design Thinking Roadmaps https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610454997187-WWKAOEHM9HUCHG95JTPY/What+Why+Research+Framework.jpg Processes What Why Template https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1666307504300-NKFAQ8P86NUI7PXI5JKV/UX+Workflow+-+UX+Workflow.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1666307502087-81LOY9IRK3EUMYIC3D5A/UX+Workflow+-+Frame+1.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1666307502347-DL8GRP3Q1EITXW6I1M8P/UX+Workflow+-+Frame+2.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1666307502786-N4Y7PKYSIDZW3FXTJ6ZS/UX+Workflow+-+Frame+3.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1666307503113-2IL75Y1PZVTOOZ7LK6NH/UX+Workflow+-+Frame+4.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610903963580-CMAZ56DXVSWB7WU2LSWE/GS+Heuristic+Evaluation+03.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610486055671-Q0BF535X3Y76EIIMT2ZV/GS+Heuristic+Evaluation.jpg Processes Login User flow https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610488750926-7AR11MLO70CWYPF27OQ2/Heuristic+Evaluation+Radar+Chart.png Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610904040795-4HE1ZV0SXCIH3HJTGM9Y/GS+Heuristic+Evaluation+04.jpg Processes https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610486200662-UQU8Q704RHHULMFMLFDF/GS+Heuristic+Evaluation+01.jpg Processes Flight Turnaround User Flow https://images.squarespace-cdn.com/content/v1/57bb6e319de4bb70bc495fb8/1610904114180-9JWO65QNSNTMUFEJHUFZ/GS+Heuristic+Evaluation+05.jpg Processes 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