Design world puts spotlight on Finnair and Helsinki in 2012

(Warsaw 19.12.2011) As Helsinki gears up for its tenure as World Design Capital in 2012, leading lights from the worlds of art and business are turning their attention to Finland’s unique design heritage. Finnair has been a cornerstone of this heritage since the company’s founding in 1923, integrating design principles and the work of top Finnish designers in its cabin environment and service identity.

Iconic firms such as glassware maker Iittala, cutlery company Hackman and fabric and apparel firm Marimekko have all supplied Finnair cabin interiors over the years. “For many Design Capital visitors their initial flight to Helsinki with Finnair will be their first experience of Finnish design,” says Juhani Nuoramo, Finnair’s Sales Director for Poland and Central Eastern Europe. “We look forward to giving them a great first impression.”

Finnair has also begun renewing its overall service design in a process led by Kati Lehesmaa, Vice President of Customer Experience Design. The work of service design at Finnair, collectively called Peace of Mind, takes into account feedback not only from customers but also employees and associated partners with whom Finnair cooperates at airports.

“Thinking about service from a design point of view enables us to put a quality, human experience, first over mere process. Good design also anticipates what customers want before they've ever thought of it themselves”, Lehesmaa says.

One idea that came as a result of this process was the concept of Service Angels at Helsinki Airport – friendly and helpful staff who are on duty to provide practical, on-the-spot help, whether it be carrying luggage if you’re in a hurry, or finding diapers and medicines for your baby, or just answering questions.

“Most of the suggestions tend to be small and involve the little things and details that comprise the modern travel experience”, Lehesmaa notes. “From these the service designer can put together a larger picture and develop a vision of the optimal air travel experience.”

Customer feedback also helps to judge the effectiveness of past innovations. “Since the Peace of Mind service design concept took shape in February 2011, negative feedback has decreased by 16 percent from what it was in 2010. At the same time, unprompted positive feedback from customers has more than quadrupled”, Lehesmaa concludes.

Further information:

Johan Puotila, Managing Director, Confero Consulting, tel. +48 22 460 51 37, info@conferopr.com
Finnair Media Desk p. +358 9 818 4020, comms@finnair.com
Photo bank: http://gallery.finnair.com
Finnair blogs: http://blogs.finnair.com
Finnair on Facebook: www.facebook.com/finnair
Finnair Group website: www.finnairgroup.com
Feel Finnair: http://feel.finnair.com
via.Helsinki: www.viahelsinki.com
Finnair's mobile service: m.finnair.com
Finnish design at the Finnair Plus Shop: www.finnairplusshop.com