BigCat Research

Aviation and Transportation Operations

Experience in aviation and transportation does not come from a single moment of contact; It arises from the interoperability of passenger flow, security, guidance, waiting, ground services and team coordination.

BigCat reads this multi-layered structure by combining passenger and employee data with field observation; It makes visible the contacts that determine service perception, operational efficiency and improvement priority.

Passenger experience, employee voice, service standard and field observation research for aviation, transportation and large campus operations.

Passenger and user journey

field observation

Frontline employee experience

Service standard