Distill

All projects
Deborah Ale Flint, Director of Aviation, helped us to understand the importance of proactive service at OAK.
Serving millions of travelers a year comes with its complications. Flexible, empowered employees are key to OAK's service.
We developed a series of internal tools to highlight the great service already happening at OAK, and build on a culture of service.
Customer facing service solutions like charging stations and free wi-fi make for a great customer experience.

OAK Service Design

Distill led a series of initiatives to improve customer service at Oakland International Airport. To understand the OAK service experience and identify opportunities for innovation, we conducted interviews and workshops with a range of OAK employees, from custodians to executives. We observed customers and examined analogous service experiences. From this ethnographic research, we developed a framework for a culture of service at OAK, a training program to communicate that framework, a brand identity for customer service, and a series of concepts for customer-facing service solutions.