About

As an Aviation Consultant, I work with my airport clients to plan and design airports to meet the needs of the traveling public, with an emphasis on determining future capital infrastructure needs.

I’ve always felt these endeavors need to be completed with the user in mind and is centered on experiences. While a quality product or space that meets safety standards and capacity metrics is expected, customers today demand more out of the product or space in the way of an experience or engagement to feel satisfied. For instance, the lines at Disneyland are well designed to hold many people without impact to passerbys. However, misters also spray water to keep users cool in the summer and music and video screens are broadcast with previews of the ride to engage those waiting in line. The effective design and management of experiences are the new brand. 

As with the Disneyland example, one may suppose the management of customer experiences typically falls on experts in a customer service department. That may be true. However, it requires co-creation with planning and engineering staff to ensure all spaces, services, and products are designed to incorporate an experiential aspect tailored to the user(s).

My interest in experiential planning and design sparked my passion in learning about human-centered design thinking. What are the user needs within the airport system? How do we design our physical airport spaces to meet those needs?

Join me in my travels to explore and identify our aviation user needs and insights. A focus will be on turning those insights into potential airport development innovations that will benefit airport  users – the passengers, airlines, employees, operator, owner, and community.