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Sense of Place: Customer Experience at YVR

  • Nov 19, 2013 · 5:30 PM
  • VFS

Networking: 5:30pm to 6pm (VFS)
Event start: 6pm sharp (note that doors will lock after 6pm) to 7:30pm (VFS)

The talk

Since 1992, Vancouver Airport Authority has evolved YVR with the end user experience in mind. Attention to design details creates a sense of place for customers throughout the airport. Airport processes are developed with use cases and personas to help get it right for all customers. With almost 18 million customers annually there is always opportunity to evaluate and improve the experience. Steve will present the principles behind the customer centric design at YVR and how that translates into award winning customer experience and revenue.

Steve Hankinson is the Vice President Operations at the Vancouver Airport Authority.
He joined the Vancouver Airport Authority in 2007 as Director, Customer Care & Security. As VP, Operations & IT, his responsibilities include Security & Emergency Planning, Aviation Operations, Terminal Operations, Customer Care, and IT.

We are going to be charging everyone $5 to attend the event. (we will run it at zero profit). 

A big thank you to our location sponsor!
A huge thank you to VFS for hosting us. They have been incredible to work with and we appreciate their support!


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  • Marie C.

    Thank you for organizing this event, VANUE! Steve was an engaging speaker who was really passionate about how to create the best possible customer experience at YVR. Thank you, Steve, for imparting your knowledge and experience on the design process. It was really insightful and makes me really appreciate YVR, our airport, right at home even more. :)

    1 · November 20, 2013

  • Jermaine K.

    Amazing presentation - engaging, informative and inspiring. Thank you for organizing such great meetup!

    2 · November 20, 2013

  • Jay T.

    Steve was a wonderfully engaging speaker, who was so wonderfully generous with his willingness to share the plan and strategies around YVR's customer experience. I appreciated the planning, thought, thematic concepts and research behind the design decisions. I certainly am looking forward to going to YVR again with a new lens.

    3 · November 20, 2013

  • Gavin M.

    YVR stands above most of the airports I've used over the past decade. It was great to hear specifically why and how things work so easily (an awful lot of background work). Great evening. Can't wait for the next.

    3 · November 19, 2013

  • Chi H.

    Loved it! The speaker was engaging and really helped me understand all the design decisions that makes YVR one of the most beautiful airports worldwide. Also, connecting the examples of design tools such as personas and visual simulations to making final decisions was reassuring to using these tools more often.

    5 · November 19, 2013

  • Lu Y.

    I've always loved arriving at YVR because it's such a beautiful airport. After this talk, I appreciate its design even more. It was a great talk! thank you VanUE for organizing this :)

    2 · November 19, 2013

  • Brian H.


    2 · November 19, 2013

  • Krispian

    I'm stuck in the mother of all traffic jams. No way I'm gonna make it. Sorry.

    November 19, 2013

  • Andrew J.

    I'd really love it if podcasts of these events could be made. So many good ones but so hard to come over from Victoria.

    November 5, 2013

Your organizer's refund policy for Sense of Place: Customer Experience at YVR

Refunds are not offered for this Meetup.

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