What can courts learn from airports for customer service?
I have been scouting out service design inspirations, particularly from airports, that courts could use. This one is from JFK airport, in the Delta terminal. I was very impressed with their service design. They had taken over an entire gate with a help center that had all kinds of touchpoints: paper, phone terminals, people, kiosks. There were multiple entry points and lots of capacity, so that people could self-sort depending on the magnitude of their issue, the speed they needed it resolved, and their comfort with tech.
Of particular interest: the Need Help card. Can we make these for all courts?
The other big area to learn from is in feedback. Airports have been featuring more ways to get users’ input into how they create services and improve their systems. Even the TSA, with all of its bad reputation, is aggressively seeking users’ input into their experiences.
In Heathrow, there is real-time displays of user feedback about the system and workers, displayed right alongside the flight times and gates.
In Dulles, the airport has a variety of feedback prompts and props right around the security experience. These are all posted around the TSA, for people who have just gone through their pre-flight screening, to get feedback on the experience.