Heathrow Airport

Enhancing the Journey From Start to Finish

Heathrow Airport

Enhancing the Journey From Start to Finish

SERVICES

User Experience & Interface Design • User Testing • Product Innovation • Mobile App Development

Challenge

With more than 200,000 travelers passing through every day, London Heathrow is the busiest airport in Europe. But all these passengers had very little interaction with the Heathrow brand. This felt like a huge missed opportunity. Heathrow wanted an efficient, scalable way to create a stronger connection between the brand and its customers.

Insight

Continuing Heathrow’s tradition of “making every journey better,” the Experience Group designed and developed a mobile application to contextualize airport information and make it easily accessible, resulting in a unique, memorable passenger experience.

Solution

Our team created a mobile app that helps passengers at every step of their journey. Before arrival, the app helps users determine the best way to get to the airport and provides information on weather and flight status, At the airport, users receive flight status updates and can access useful information like the distance to their departure gate, baggage claim details, and nearby shopping and dining options.

To save time, the app allows travelers to pre-order food from restaurants. Using geofencing throughout the airport, the app provides personalized assistance with wayfinding.

Delivery Methodology

Agile (Software)

Design Thinking & Lean UX (Product Design)

TECHNOLOGIES LEVERAGED

iOS, Android (Apps)

Spring (iOS), Kotlin (Android), Java (Backend)

Partnerships

Google Cloud Platform

Google App Engine

Google Data Studio

Firebase

Adobe Analytics

Locus Labs

Grab

Outcomes

117%

Increase in App Store Reviews

Additional Work

  • The Right Message for the Right Audience

  • Enhancing the Customer Experience to Build Loyalty

  • Imagining the Store of the Future