Service design elements

Structural elements

1. Delivery system
- Customers provide themselves with the service (self check- in). It saves a lot of time instead
of waiting in the queues.
2. Facility design
- Design for check-in kiosks - easy visible, because of special design (blue color looks friendly,
clients can easy notice inscription CHECK-IN, because of the capital letters)
3. Location
- Check-in kiosks are located in well visible places, not only in airport (in terminals), but also in
the metro and railway station.
4. Capacity planning
- Self check-in kiosks save a lot of time instead of waiting in the queue. Therefore
Copenhagen airport planning to develop a new system where you can check in luggage by
yourself, order a food, make extra payments etc.

Managerial elements

5. Information
– self check -in kiosks gives you all the information what is necessary to register you in the
system and after that provide you with the service.
6. Quality
– it is important that check-in kiosks are always ready for use and there is not any technical
problems with them
- Customers trust self-service technologies and know that their registration is done correct
and without mistakes
7. Service encounter
- Now check- in kiosks are used for getting boarding pass, but in the future they want to
create check-in luggage, money transfer and order a food.
8. Managing capacity and demand
- Airport management is very determined to the future development, therefore they use lot
of tools to bet to know customer need and improve service – questionnaires, interviews and
researches are just some of them.