Hands on Service Design: Experience Design Thinking with Changi Airport

Join this hands-on workshop to explore how Changi Airport uses Design Thinking to craft exceptional passenger experiences, and apply the same tools to your own service design challenges.

Last updated 20 May 2026

Changi Airport is one of the world’s best airports, and passengers frequently wax lyrical about the “Changi Experience”. At the heart of it, this excellent passenger experience is only made possible through meticulous attention to detail in service design. Participants will discover how CAG applies Design Thinking methodology in service design, leveraging various tools to understand, design and test ideas that bring positive impact to our passengers’ lives. Participants will also be challenged to reflect on their own experience with service design and how they might approach it.

Details

Through the workshop, participants will have the opportunity to work on their own problem statement in addition to putting into practice design thinking framework and tools in teams.

Learning Objectives

Describe the 3 stages of Design Thinking in relation to service design.
Explain how service design tools are applied to solve problems.
Discuss the value of service design to an organisation and the individual.
Apply the framework and tools learnt, through hands-on application.

Target Audience: Educators

Runtime: All year round

Fee: Please email for more details

Modality: In-person

Duration of Session: 3 hours

Website: https://www.changiairport.com/en/discover/learning-journeys.html

Mode of Registration: By email

Due Date for registration: 3 weeks in advance

Contact: ces.sales@changiairport.com

People standing in groups reviewing colorful sticky note boards in a modern room with hanging Edison bulbs.

Experience Design Thinking with Changi Airport

Two people collaborate over a table with a large paper diagram covered in yellow sticky notes and small pieces.

Participants putting into practice the framework and tools learnt