30 May 2018
Delta Air Lines Visiting the Centre for Service Management
Dr Willy Barnett, an Innovation Researcher in Delta Air Line’s “The Hangar” gave a fascinating presentation on service design on May 16th 2018.
At Delta, service design is underpinned by design thinking, which is a human-centred approach to innovation. Dr Barnett asked participants about their experience with airlines before presenting 5 principles of service design thinking. After that, Dr Barnett presented several interesting case studies.
The Hangar is Delta's global innovation centre, where they harness research, design, and technology to explore ideas that enable effortless travel. The Hangar was established in 2016, has currently 25 team members and has so far explored more than 30 solutions. It is located in Tech Square, the heart of innovation in Midtown Atlanta, about 25 minutes north of Delta's headquarters. The Hangar is located near dozens of other innovation centres, start-ups, academia at renowned Georgia Tech, and venture capital. More information can be found here: