A digital airport experience : design-led innovation in support of airport strategy

Price, Rebecca, Wrigley, Cara, Matthews, Judy H., & Dreiling, Alexander (2014) A digital airport experience : design-led innovation in support of airport strategy. In Bohemia, Erik, Rieple, Alison, Liedtka, Jeanne, & Cooper, Rachael (Eds.) Proceedings of 19th DMI : Academic Design Management Conference, London, UK, pp. 2710-2729.


The digital era is proving to be one of disruption, where new technologies matched with innovative business models can be harnessed to attack even the most established of companies. For businesses with the relative certainty of captive customer bases, such as airports, the ability to digitally diversify offers the opportunity to venture into new modes of operation. For an airport, this opportunity can also be leveraged to sustain superior customer support regardless of a customer’s location in the world. This research paper presents a case study of the development of an Australian Airport Corporation’s mobile application as part of a greater digital strategy initiative using a design-led approach to innovate. An action research method provides the platform for an intensive embedded practice and study of design-led innovation within the major Australian Airport Corporation. The findings reveal design-led innovation to be a crucial in-house idea generation and concept development capability enabling the bridging of distinct corporate domains associated with commercialisation, operations and customer experience. A Digital Innovation Checklist is presented as an output of this research which structures an organizational approach toward digital channel innovation. The practitioner’s checklist is designed to aid in the future development of digital channels within the broader spectrum of strategy by addressing business assumptions.

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ID Code: 74792
Item Type: Conference Paper
Refereed: Yes
Additional URLs:
Keywords: digital strategy, design-led innovation, design thinking, design integration, action research
Subjects: Australian and New Zealand Standard Research Classification > BUILT ENVIRONMENT AND DESIGN (120000) > DESIGN PRACTICE AND MANAGEMENT (120300) > Design Innovation (120302)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Design
Current > QUT Faculties and Divisions > Creative Industries Faculty
Current > Schools > School of Information Systems
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Current > Schools > School of Management
Copyright Owner: Copyright 2014 Please consult the authors
Deposited On: 06 Aug 2014 22:27
Last Modified: 10 Mar 2017 17:08

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