I'm in the field of design and user experience, and people sometimes need to be explained what the latter means. Let me start by saying that design is perhaps a subset of user experience. Marketing could also be a part of the user experience as a whole, besides design. To make things simpler, let me use this post to rave about the Mumbai domestic airport experience.
If you remember the domestic airport as a shoddy place where everything was dirty and chaotic, you obviously haven't been there lately. The lower terminal is brand spanking new and has a slick, futuristic design, completely spic and span. From the moment you enter, there's a sense of vast open space, very well lit. Hallways have trees planted along with a seating desk. Tons of seating space in fact. Clean loos, a cyber cafe, some great snack counters, Crossword bookstore, Cafe Coffee Day, Stop and Go (a mini Shoppers Stop), really swanky lounges - it's great to see a transformation from a filthy airport to a wow experience!
Essentially it's not just a great looking place only, but also a completely new, richer experience for everyone.
Peace on arrival
What's more, you'll be in for a pleasant surprise on arrival in Mumbai - no more getting 'taken for a ride' by the cabs and rickshaw drivers with excess fare demands. Every person who gets into a cab or rick is now given a handy leaflet which has both rate cards printed! This my dear readers, is what great user experience is all about. Understanding what users need, want and expect - and soliciting a wow! reaction. Naturally, I can't wait to fly next!