Fly "Ikeatalia" With Gianfranco Zaccai

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Gianfranco Zaccai is president and CEO of Design Continuum, the award-winning design consultancy behind P&G's Swiffer. Zaccai is chairman of the board of directors of the Design Management Institute and a faculty member at SDA Bocconi School of Management in Milan. Recently, he wrote a piece that is something of an open letter to Italy's celebratedly underperforming national airline, Alitalia. In the piece, What Ikea Could Teach Alitalia, we find Universal Design:

• Grandparents are part of the family.

Older travelers have special challenges with air travel, but except for those extremely unglamorous golf carts with the annoying beeping, little is done to make them feel welcome. Ikeatalia would apply universal design principles throughout its waiting lounges and aircraft, improving the experience for all travelers.

And, Ununterbrochene Servicekette :

• The total travel experience.

After the hassles of making reservations, battling traffic, and trekking through the airport, many travelers are already fed up by the time they're in the airline's care. An "Ikeatalia" airline would try to make it easy and fun to make reservations and get to the airport, easy and fun to check your luggage and go through security, easy and fun to find your gate, easy and fun to board the plane -- with similar experiences upon arrival.

Source:

What Ikea Could Teach Alitalia
BusinessWeek magazine

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