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60 managers

1 country

UK

How will Gate Gourmet drive a key point of difference amongst increasing numbers of start-up competitors?

Our approach
  • Business strategy
  • Forecasting
  • Service design
  • Opportunity mapping
  • Training
  • Workshop

The opportunity

Gate Gourmet is the leading global provider of airline catering solutions. From menu design, through to execution and delivery, the company delivers standardised catering to over 200 in-flight and airport lounge locations worldwide.  Ever-evolving customer tastes, experiences and expectations, as well as shifts in the airline and catering industries, mean that Gate Gourmet must adapt to changing customer needs to stay ahead of emerging market disruptors.  intO was appointed to work with Gate Gourmet stakeholders from around the world and help them to embed user-centred awareness and processes into their plans.

Our process

During a Gate Gourmet annual conference, which gathered over 150 regional directors and managers from across the world, intO held a collaborative workshop with 60 international managers from across the business. We introduced the participants to design-thinking methods and delivered forecasting, service design and opportunity mapping tools that would enable them to conduct workshops in their home markets to identify and prioritise current/future challenges that would impact customer attitudes.

Our results

The goal of intO’s work with Gate Gourmet was to narrow the disconnect between B2B sales and logistics-focused business planning and the experience of the product’s end consumer. All participants surveyed after the project reported that they had a greater understanding of the value of user insights. Furthermore, the workshop participants identified that consumer attitudes towards low-cost and full-service airlines, and special dietary requirements, were priority areas for immediate exploration. 

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