Busiest Airport Takes Flight with Digital Innovation
Vision
Creating a facile and intuitive experience for 70 mn+ travelers through an intuitive and scalable responsive digital presence.
Mission
Cater to basic traveler needs from Finding their flight to high-end luxury products
Offer relevant propositions including Parking, Airport Express, and Stores, resulting in a mature revenue channel
Reward relationship by incentivizing for frequent fliers through additional comfort and value
Project
Redesign website with responsive solution
Client
Leading International Airport
Role
UI/UX Design, Visual Design, User Research
Competitive Analysis
Competitive
Benchmarking
& Feature
Sets
What are our peers doing? What do we need to adopt and what do we need to avoid? We used the following parameters to do the benchmarking.
Mobile Apps
Does the airport offers a range of customer-friendly mobile apps across platforms like iOs, Android etc and how is the overall customer experience
Capabilities & Functionalities
If the website offers a range of integral capabilities which help customer in performing tasks in an efficient and interactive manner
Navigation
Navigation is one of the most important aspects of an airport website and should be simple, clean and minimal
Customer Experience
How is the overall customer experience of the airport websites from the usability perspective
Responsive
Does the websites provide an optimal browsing experience across a wide range of digital devices such as tablets and smartphones
Findability
Is user able to find the necessary information easily and able to do tasks in an efficient manner
User Research
User Persona
It was incredibly important for us to get a good understanding of user needs and behaviors in order to make this project successful, especially since no personas or research had been conducted prior. Both surveys and interviews were conducted.
User Research
User Journey
After discovering, gathering insights and defining our focus, we started to create solutions and build the actual product. We used the user journey map and wireframes during the design process to help us understand the potential user’s needs.
Design
Mood Board
Before getting started with the visual design we created an mood board. They are meant to transfer the right mood and bring the emotions expected from a product. Mood boards are a useful tool helping designers effectively collaborate with clients and team members.
Design
Visual Design
For this stage we took advantage of the wireframes to develop a beautiful interface that reflects the brand guidelines in every detail. Colors and typography were chosen after many instances of validation with stakeholders and potential users.
Design
The Responsive Solution
A key requirement and delivery objective of this project is to implement a UX design which is responsive and consistent across the various browsers and devices e.g. smartphone, tablet, etc.
The Results
“The project arrived with an aggressive timescale and it significantly exceeded expectation. The business has quickly been able to identify some great opportunities for operational improvements and the project has got the attention of several of the execs, for all the right reasons.”
Transforming Airport Operations
- Increased Desk Throughput: A 40% increase in desk throughput led to faster and more cost-effective passenger processing.
- Significant Cost Savings: Efficiency gains of up to $4.5 million per year were realized due to reduced misconnect costs and improved operational flow.
- Reduced Passenger Delays: Overall passenger delays decreased by 5%, translating to 155 million fewer passenger delay minutes annually.
- Improved Passenger Satisfaction: While a direct correlation cannot be definitively proven, the airport’s Airport Service Quality score has shown an upward trend since implementing the digital solution.
4.5
savings per year due to increased efficiencies
40
increase in peak check-in desk throughput
5
in passenger delays, equivalent to 4 minutes per passenger