Pittsburgh International Airport’s new terminal introduced one of the first in-house service design practices at a US airport, uniting people, processes, technology and infrastructure to improve experience. This session shows how PIT used service design, universal access and platforms such as ServiceNow, analytics and AI to create clarity, prevent problems and support frontline teams. Real examples, including the We Got You model, demonstrate how designing for vulnerable moments leads to better outcomes for everyone.

• How to justify employee-first investments
• Establish service design as an airport function
• Create effective universal access
• How to leverage technology that serves employees and passengers