First Hour Comic
A visitor's first hour after landing, drawn as a comic, panel by owner.
The job
Makes the arrival experience, which no single organisation owns, visible stage by stage, so each owner (airport, immigration, customs, mobile phone kiosk, taxi regulator) takes on and fixes its part before and after every major event.
The moment
A visitor's first hour after landing is drawn as a comic strip, one panel per stage. Each panel belongs to the organisation responsible for that stage.
In the race-weekend edition, the visitor waits 43 minutes at immigration, finds the SIM card kiosk closed at 2am and is quoted $300 for a taxi. The story is backed by 380 posts in six languages.
Three of the owners take on their panels and fix their part.
The next event's edition is redrawn with a 14-minute queue and an open kiosk. Only the kerbside panel is still grey and waiting for a fix.
What it does
- Send a baton to the panel owner
- Record a readiness sign-off
- Stamp post-event verdicts
- Publish the comic book
What you see
A six-panel comic strip per source market, owned panel by panel, redrawn each edition and bound into a comic book per event
What it moves
The median minutes visitors say they spent waiting at each stage of arrival, and the share of stages redrawn green, meaning fixed, for each event.
Built for
- CX leaders & VoC
