Mapping opportunities in the passenger journey leading up to security, we evaluated wayfinding, security preparation zones, and queue management to identify key friction points.

Through behavioural observations and passenger walkthroughs, we uncovered how information gaps affected both stress levels and flow efficiency.

Findings were presented to the Chief Operating Officer and management team.

The report included practical design solutions and a framework for continued improvement of communication targeted to modify and guide passenger behaviour.

I partnered with the Head of Customer Experience Management at the Royal Danish Theatre to develop video training that helps frontline staff deliver more inclusive and accessible guest experiences.

The training was based on qualitative interviews and a general mapping of barriers faced by neurodivergent guests, including those with autism, ADHD, and dyslexia, when navigating cultural institutions and tourist attractions.

The final videos provided staff with practical guidance, real-life examples, and actionable tools to recognise and reduce friction — creating a more welcoming and consistent experience for all visitors.

We developed a complete passenger experience model for Keolis as part of a metro operation tender, focusing on accessibility, behavioural design, and service culture.

Through customer journey mapping, an in-depth accessibility study, and behavioural design workshops, we explored how design, communication, and frontline behaviour influence trust and comfort throughout the passenger journey.

The final model detailed how to organise frontline staff and managers for optimal operations, provided behavioural design tools for planned and unplanned disruptions, and included a full training and change management plan to ensure consistent, inclusive service delivery.

I advised Copenhagen Airport on how to translate its ambition for “Exceptional Proactive Service” into daily behaviour, leadership, and structure.

Through interviews, on-the-job observations, and workshops, I helped identify the organisational and leadership foundations needed to make service ambitions stick, ensuring they can be supported by routines, roles, and seamlessly weaved into daily operations.

The final roadmap included concrete service concepts, training formats, and a change management plan, establishing a practical foundation for a consistent and scalable service culture across the airport.

n cooperation with Securitas Germany’s Aviation Management and the local BER project team, I analysed how passenger experience and customer journey insights could be used to improve efficiency and throughput at security checkpoints.

Through behavioural observations, staff and supervisor interviews, and collaborative workshops, I identified how communication, signage, and leadership routines influence flow, passenger stress, and staff motivation.

The final report and roadmap provided concrete guidance on what to say and do during key service moments, how to support frontline teams more effectively, and quick wins that reduced friction for both passengers and staff.

I was engaged by Novonesis to identify the barriers that impact wellbeing and inclusion for employees who are neurodivergent, caregivers, or living with a hearing impairment.

Working with the Global Head of Diversity & Inclusion and the SVP for People & Organisation, I combined quantitative surveys with qualitative interviews to uncover how workplace structures and communication practices influence everyday experiences.

The project includes manuscripts and production of training videos, supported by a rollout and implementation plan designed to strengthen inclusive leadership and create lasting organisational change.