First, we investigated the latest innovations and features of globally renowned airports through our Trend Scouts.

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Next, we conducted contextual observations at 8 of Brazil's largest airports, identifying problematic areas and opportunities for improvement. We interviewed 96 people across 7 cities, focusing on frequent travelers as well as those with very little travel experience, resulting in an impressive 180 hours of raw video footage. From these videos, we created tailored content for regional airport managers to share the key learnings.
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To understand the challenges and barriers in service delivery, we conducted a series of focus groups with customer service and operations teams. Finally, we held an internal workshop to prioritize improvement opportunities. This workshop resulted in a practical ranking of actions based on urgency and ease of implementation.