Lowell Mason

Lowell is a passionate creator and innovator who excels at transforming early-stage ideas or prototypes into valuable solutions through data-driven insights and lean six sigma methodologies. With a focus on business transformational change and continuous improvement, Lowell is adept at simplifying complex technical concepts for business stakeholders and maintaining composure in high-pressure situations. A tinkerer at heart, he enjoys working on robotics, coding and other creative projects. His mission is to help others realize their potential.

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London Heathrow Airport: Understanding human behavior, understanding check-in

For the first time in its history, London Heathrow Airport has been able to deploy technology to generate a comprehensive understanding of the human behaviors within every inch of the check-in process. If airports understand and improve the first and most complex touchpoint in the passenger journey, a seamless experience can become a reality. This presentation looks at the fascinating outcomes of understanding passenger movement and behaviors, using the most advanced analytics platform throughout the entire check-in process.

The audience will learn:

• What humans actually do versus what they think they do
• The butterfly effect: How one small change in behavior can lead to the most positive or negative outcomes
• Seeing is believing: The power of seeing a situation in real time and proving what you know to be true
• How technology helps us to better understand airline passengers and in turn, understand and improve airline relationships
• Unintended consequences: How the deployment of technology to solve one problem can actually support multiple others