Steep learning curve
On 27 April 2017 Oslo opened its new airport – one of the largest land-based construction projects in Norway. The project involved a doubling of surface area and capacity, a new railway station and luggage system, new check-in areas, an expanded service provision for travellers, and much more. It further entailed a massive training need in all parts of the organisation, and in this context, a training programme was developed to prepare all 22,000 employees for the opening.
The jury’s verdict
(Jury's verdict can be read in Norwegian on www.doga.no)
"Learning Journey succeeds in solving an extremely complex task: to create a unified training programme encompassing all 22,000 employees – from pilots to kiosk staff. This is a project that could have gone badly wrong had a silo mentality been adopted and a user perspective not properly incorporated into the process. But in this case, they succeeded in applying lateral thinking and concentrated on making the best possible experience for the user, which is really the crucial success factor, no matter how nice the interface may be. The innovative way that service design was used across disciplines in this project is exemplary and an example of excellent craftsmanship. We are impressed with how easy and clear they have managed to make Learning Journey’s interface and progression, and we would also like to commend the project for how the visual element lifts the whole experience."
We are very proud to be awarded this award together with EGGS Design. We had a huge challenge ahead of us when we started operating the new areas of Oslo Airport. We chose an innovative training program that was demanding both for the companies at the airport and for the employees, but we are sure that this was the key to the success we experienced when we opened new Oslo airport in April this year.Øyvind Hasaas, CEO, Oslo Airport Gardermoen
About DOGA Award for Design and Architecture
The award is a distinction awarded by DOGA to Norwegian businesses and designers who demonstrate the outstanding use of design and architecture. The award is leading to its kind in Norway. The award showcases and spotlights exemplary projects of innovative and user-centred solutions. The jury focuses primarily on the process and collaboration between the commissioning party and design practitioner.
Related case studies
See the 8-minute presentation about the learning program at Oslo Airport Gardermoen. In Norwegian. Anne Beate Hovind from Oslo Airport Gardermoen, Lena Sendstad from EGGS and Trond Dagsland from EGGS.
Learn more from Creative Leader of Service Design Oslo
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