Helsinki Airport and Quality Hunters 2 - Case Study on Social Crowdsourcing as Submitted for the 2012 SimpliFlying Awards for Best Airport in Social Media. Presentation prepared by Helsinki Airport. If you work in an airline or airport organisation and wish to download the slides, please email contact@simpliflying.com

1. Quality Hunters
Season 2
By Helsinki Airport
With Finnair and Miltton

2. tion
Ou r Loca

3. Could we improve the customer
experience and service quality
not only FOR
but also WITH
our customers?

4. Background – QH Season 2
In a continuous drive to offer better and more convenient
connections between Asia and Europe, the Quality Hunters
Season 2 was ready to start.
Recognizing that it is not just about a super-efficient
airport and the shortest possible route, we were
searching for ideas large and small to make travelling
convenient, pleasant, and hassle-free.

5. Background – Total of 8 Hunters
The most coveted job of the year was given to 8 innovative,
inspiring and creative Hunters who took on the task of
traveling and developing the via Helsinki route between
Asia and Europe into the most innovative and convenient
way to travel.
Each hunter was given a specific theme to monitor and
develop, and asked to find ingenious ideas for improving the
overall travel experience.

6. See QH2 video on YouTube
Click here to go to YouTube!
(Requires Internet connection)

7. Goals
• Biggest crowdsourcing effort in the service
industry ever
• Promoting Via Helsinki as the fastest way to
travel between Asia and Europe
• Driving recognition of the brands of Helsinki
Airport and Finnair
• Development of a community
• International coverage

8. Enhancing the whole customer journey
Arrival to the terminal
Before
Entrance Check in
Security check Airside Boarding
Arrival Baggage claim Leaving the airport

9. Everybody can join the discussion!
Recruitment Sharing
www.qualityhunters2.com
Platform
Central Channel

10. Shortlisted ideas
We got total of 260 ideas...
Fresh deli mobile
Boarding bracelet Finnish Asian fusion kitchen
Meat free Monday
unit Airport Explorer
An ongoing online service development platform
Service app audiobooks or e-magazines Organising random
business meetings Magazine and book swap
Theme flights Acknowledge birthdays and anniversaries Destination information
New meal options for the airport and flights Activity / action centre
A public place of the arts and performances strategic
theming of gatesAirport Hostel On-board private hiding place Micro communication
at all touchpoints Develop announcements at the airport and
onboard Helsinki Airport themed products Communication cards on plane Bring Finnish
nature to the airport Airport casino

11. Examples of implementation
Idea: A public place of the arts
and performances
àDesign Gallery ready in January
2012
àThree more galleries also ready in
2012
Idea: Bring Finnish nature to the
airport
à Design security lines ready in April
2012

12. Examples of implementation
Idea: On-board private hiding place
àReady in May 2012
Idea: Magazine and book swap
àReady in June 2012

13. Example of Crowdsourcing
• The Helsinki Airport Book Swap Station
is designed by the QH2 Community on
Twitter and Pinterest

14. Thank you!
www.facebook.com/helsinkiairport
www.twitter.com/helsinkiairport
www.twitter.com/qualityhunters
www.youtube.com/flyviahelsinki
www.helsinkiairport.fi
www.finavia.fi