Aviation Pros
Joe Petrie

IDEO is driving Toronto Pearson International Airport (YYZ) to realize its goal of becoming the “world’s best airport” by thinking differently on how it operates.

YYZ operations involve 50,000 employees spread across 450 different organizations. Only 1,500 are employed by the Greater Toronto Airport Authority (GTAA), so IDEO recognized how important it was to get buy-in from all the different stakeholders.

The project began in 2016 with IDEO meeting with stakeholders and walking the terminal with GTAA staff. They watched how different people moved throughout the terminal and how they reacted at different area.

IDEO wanted GTAA and its partners to focus on the common goal of serving the passenger and how to better serve them. Each of the entities, such as CATSA, GTAA, Air Canada and others had complicated relationships in the airport. IDEO got the different stakeholders together to understand the challenges they all have and get them all focused on one central goal of serving the traveler better.

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