If you had travelled through Toronto’s Pearson International Airport, Canada’s busiest airport, in the last couple of years, you may not know that its passenger satisfaction scores were hopelessly low just years before. Pearson was among the bottom 10% of any large airports in North America and among those with the worst wait times. Driven by the new vision of becoming “the best airport in the world”, Toronto Pearson’s managing party, Greater Toronto Airport Authority (GTAA), partnered with design firm IDEO to develop a strategy for its transformation.

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