Melissa Hoelting
Melissa is the assistant director of Hugo, Corgan’s research and innovation team. She leads design research, applying insights to enhance user experience across sectors like aviation, healthcare, and education. Her work focuses on inclusive, health-centered strategies for vulnerable populations, including aging adults, neurodiverse individuals, and those with disabilities. Melissa has received research grants, contributes to award-winning projects, and is regularly published, advancing the design industry with solutions that promote well-being and dignity for all.
Day -
1 - Customer service, passenger and workforce experience - 16:45 - 17:30
Panel discussion: Unseen challenges – improving the travel experience for passengers with hidden disabilities
Every passenger’s needs go beyond what we can see – their reason for flying, invisible struggles and personal stories lie behind appearances. With 80% of the global population affected by hidden disabilities – neurological, cognitive, physical or sensory – airports must adapt. Creating a more inclusive journey involves meeting the unseen needs of passengers and staff through collective efforts in assistance programs, compliance and design strategies. This panel brings together perspectives from across the travel experience, drawing on research, real-world examples and personal insights to discuss how the travel journey can be a more compassionate, inclusive and seamless one.
The audience will learn:
- Learn about current research on specific needs of hidden disabilities that affect travelers and impact the airport design
- Explore how terminal design, including wayfinding, rest areas and sensory-friendly spaces, can accommodate hidden disabilities and benefit all travelers
- Identify operational programs like the Hidden Sunflower or the Silent Airport Initiative to provide immediate support to passengers and staff
- Understand the importance of staff education and awareness in supporting passengers with hidden disabilities and fostering a compassionate environment
- Discover how airports, airlines, designers and advocates collaborate to develop innovative solutions, integrating technology and human touch for inclusion
