Understanding how people experience service: A design research case study about airport security

A session at UX Australia 2011

Friday 26th August, 2011

12:15pm to 1:00pm (EST)

In this talk, I’ll be describing some of our recent research on Passenger Experience in airports. I’ll show some of the ways we make sense of the complexity of service, from how we investigate it, to how we describe and model it.

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Ben Kraal

I'm a design researcher with the People and Systems Lab at QUT. I investigate how people use complex socio-technical systems. bio from Twitter

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Time 12:15pm1:00pm EST

Date Fri 26th August 2011

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