Working in partnership with Oaklandish, Distill led a series of initiatives aimed at improving customer service at Oakland International Airport. To inform our efforts and understand the OAK service experience we met with a range of OAK employees, from custodians to executives. We observed customers and examined analogous service experiences. Insights from our research helped focus our efforts. In close collaboration with our client, we developed service customer service guideines for employees, a training program to communicate its core concepts, and a series of prototypes for customer facing services.