DELIVERING THE ULTIMATE HEATHROW TRAVEL COMPANION

• London Heathrow Airport is one of the busiest and most well-known airports in Europe, but all these passengers had very little interaction with the Heathrow brand.
• Heathrow Airport wanted an efficient, scalable, and comprehensive mobile app to make the traveler experience as smooth and simple as possible.
• Heathrow Airport recognized that to improve their mobile app use and ratings, they would have to provide passengers with important flight information, while making their experience unique and memorable.
• Their goal was to make travelling easier, from doorstep to destination, through anticipating traveler needs and exceeding their expectations.

DMI began working with Heathrow as early as 2009 in combination with Vodafone. This created visibility for DMI across London Heathrow’s (LHR) organization for future needs in mobility and digital transformation.

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 live security wait times, baggage claim details, and nearby shopping and dining options.

DMI used agile methodology to iterate each individual feature, monitoring user engagement and feedback along the way. DMI brought together the design thinking of a digital agency with the lean-agile delivery of a modern IT service partner.

The Heathrow app opened new offerings and revenue streams while enhancing the traveler experience. The biggest advantage for Heathrow’s business is the capability to continuously evolve the app through integration of third-party data streams, components, and APIs — making it the benchmark for airport apps.

The Heathrow app is a traveler’s ideal companion, from doorstep to destination. It provides the user with contextual in-app messages based on their location, flight, and engagement with the mobile app.

The dynamic construction of the app allowed us to integrate many new tools as we went, such as flight tracking and public transportation info, laying the foundation for further expansion into payment processing and enhanced traveler services.