A data-driven approach to elevating airport experiences: Insights from Ontario International Airport’s journey mapping analysis

Author's Biography

Tiffany Sanders is the Director of Customer Experience (CX) for Ontario International Airport (ONT) in Ontario, California. In her role, she leads Ontario’s dedicated CX team and works to create a seamless and thoughtful passenger journey for the fastest-growing airport in North America. Her vision and empathetic approach to CX have not only enhanced operational efficiency, but also fostered a culture of service excellence at ONT. In 2017, Tiffany began a career in aviation on the internal communications team at Dallas Fort Worth International Airport. In December 2018, she joined ONT as the organisation’s first terminal manager and was promoted to director in 2021. She holds a Master of Journalism from the University of North Texas, and a BA in communication studies from the University of Houston – Downtown. Tiffany embraces thinking outside of the box both personally and professionally, a principle she believes has consistently guided her to the right opportunities at the right times. She aspires to open doors for minorities and women in the future of airports and works to encourage authenticity in the workplace.

Samantha Flores is a licensed architect, registered interior designer and design researcher with 12 years’ experience in advancing data-driven, user-centred design. As the Director of Hugo, Corgan’s research and innovation team, she explores the implications of emerging technologies and evolving human behaviours for the future of the built environment. Hugo serves as a collaborative platform for Corgan to experiment with and develop cutting-edge products alongside experts and innovators across various industries. Throughout her career, Samantha has been at the forefront of human-centred design research, delving into areas such as intuitive wayfinding, olfactory architecture and three dimensional (3D)-printed concrete construction. She has also contributed to the design of forward-thinking architectural typologies that advance urban air mobility, commercial space travel, urban vertical farming and mobile data centres. Her research publications cover a range of topics, from workplace hybridity to mass timber design, and she is the founder of The Curiosity Report, an annual publication tracking industry innovations. Before leading Hugo, Samantha spent six years as an architect in Corgan’s Aviation Studio, where she played a key role in designing international airports. Her diverse expertise and commitment to innovation continue to shape the future of architecture and design.

Melissa Hoelting serves as the Assistant Director of Hugo, Corgan’s research and innovation team. In this role, she champions the company’s design research practice by driving the implementation of forward-thinking design research methodologies and topical explorations. Her focus is on connecting research with practical applications, ensuring that insights are effectively communicated and integrated into design, education and strategy. With over nine years’ experience in architectural design, research and information communication, Melissa has contributed to various sectors, including aviation, education, healthcare, senior and multi-family living, sports and workplace design. She focuses on understanding industry trends, user experience and their impact on architectural design. Melissa is passionate about leveraging design to positively affect people in all environments, focusing on experiential needs, health and well-being. Melissa is regularly published and has participated in multiple awardwinning research projects. Through applied research and deep dive explorations, her work provides valuable insights and advancements to the design industry.