First Hour Comic
A visitor's first hour after landing, drawn as a comic, panel by owner.
The job
Make the arrival experience, which no single organisation owns, visible panel by panel, so each owner (airport, immigration, customs, telco kiosk, taxi regulator) adopts and fixes its part, before and after every major event.
The moment
In the race-weekend edition a visitor waits 43 minutes at immigration, finds the SIM kiosk closed at 2am and is quoted $300 for a taxi, with 380 posts in six languages behind it. Three owners adopt their panels. The next event's edition is redrawn with a 14-minute queue and a lit kiosk; only the kerb panel is still grey.
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
Median waiting minutes visitors mention per arrival panel, and share of panels redrawn green per event
Built for
- CX leaders & VoC
