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Rethinking the digital passenger experience

  • Case A new website and app to improve navigation and increase sales at Glasgow Airport
  • Client Ferrovial
  • Industry Aviation
  • Year 2017
  • Capabilities Digital Design
    UX Design
    Design Research
    Service Design

We teamed up with Ferrovial's Digital Hub to rethink the passenger experience at Glasgow Airport from a user-centered point of view. By focusing on key steps in the passenger journey, we redesigned their website and created a whole new app to improve navigation and increase sales.

Insights

We could see that navigation was difficult for passengers, and most weren’t aware of many of the airport’s facilities and amenities. But our key insight revealed that the passenger’s “journey” actually starts before the airport, when they start planning their trip.

We agreed that the website should cover the needs of passengers, their family members, airlines and other third parties alike, while the app would focus on guiding the passenger along their journey through the airport.

Solution

We redesigned the website from the ground up and created a completely new app, simplifying and re-organizing information. We focused the visual design on highlighting the airport’s Scottish heritage and strong links to tourism in the area. By understanding the user’s journey, we were able to both improve the passenger experience and drive sales by identifying key, relevant moments to promote features such as car hire and fast-track, as well as dining and shopping experiences. Meanwhile, the new interactive map simplifies navigation and guides passengers to experiences and facilities they’ll love.

Impact

The app has 10k plus downloads in the Google Play store, and an average rating of 3.8 stars.

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