Adelaide Airport Transformation
Creating a connected Digital Ecosystem for Adelaide Airport and it's travellers
Adelaide Airport Transformation
Creating a connected Digital Ecosystem for Adelaide Airport and it's travellers
Adelaide Airport Transformation
Creating a connected Digital Ecosystem for Adelaide Airport and it's travellers
Adelaide Airport Transformation
Creating a connected Digital Ecosystem for Adelaide Airport and it's travellers
Adelaide Airport Transformation
Creating a connected Digital Ecosystem for Adelaide Airport and it's travellers
Building the Foundations of a Connected Ecosystem to Bridge the Gap Between Airports and Travellers.
Product
[Currently In Build]
Skills
Information Architecture & UX Design
Traveler Interviews & Insights Gathering
Development Handover Specifications
Competitor & Category Benchmarking for Journey Mapping
My Role
UX Lead [End-to-End]
Timeline
Platform set to launch mid 2025
In 2024, Satellite SOS was introduced on the Pixel 9 seriesat Made by Google , which lets users message and send their location to emergency services via satellites when they do not have network coverage.
Product
[Currently In Build]
Skills
Design Strategy
UX/UI Design
Human-centred thinking
Competitor & Category Benchmarking for Journey Mapping
My Role
UX Lead [End-to-End]
Timeline
Platform set to launch mid 2025
Building the Foundations of a Connected Ecosystem to Bridge the Gap Between Airports and Travellers.
Product
[Currently In Build]
Skills
Information Architecture & UX Design
Traveler Interviews & Insights Gathering
Development Handover Specifications
Competitor & Category Benchmarking for Journey Mapping
My Role
UX Lead [End-to-End]
Timeline
Platform set to launch mid 2025
Building the Foundations of a Connected Ecosystem to Bridge the Gap Between Airports and Travellers.
Product
[Currently In Build]
Skills
Information Architecture & UX Design
Traveler Interviews & Insights Gathering
Development Handover Specifications
Competitor & Category Benchmarking for Journey Mapping
My Role
UX Lead [End-to-End]
Timeline
Platform set to launch mid 2025
The 'Engagement' Problem
Have you ever found yourself lost in a vast, complex foreign airport, unsure where to turn for guidance? You're not alone. Despite living in a digital age where answers are often just a click away, most travellers rarely think to use an airport's official platform or website for help.
This disconnect—the gap between travellers and digital solutions—is a widespread issue for airports worldwide. Research from TNMT and the Lufthansa Innovation Hub revealed that only 7% of travellers regularly engage with airport digital solutions. This highlights a critical need for airports to rethink their approach to engaging with travellers if they want to significantly improve user interaction.
With this challenge in mind, Adelaide Airport partnered with us to reimagine their digital experience. Our goal was to transform three of their key digital platforms–creating an intuitive, connected ecosystem which would enable the Airport to better engage travellers before, during, and after their visit to South Australia.
The 'Engagement' Problem
Have you ever found yourself lost in a vast, complex foreign airport, unsure where to turn for guidance? You're not alone. Despite living in a digital age where answers are often just a click away, most travellers rarely think to use an airport's official platform or website for help.
This disconnect—the gap between travellers and digital solutions—is a widespread issue for airports worldwide. Research from TNMT and the Lufthansa Innovation Hub revealed that only 7% of travellers regularly engage with airport digital solutions. This highlights a critical need for airports to rethink their approach to engaging with travellers if they want to significantly improve user interaction.
With this challenge in mind, Adelaide Airport partnered with us to reimagine their digital experience. Our goal was to transform three of their key digital platforms–creating an intuitive, connected ecosystem which would enable the Airport to better engage travellers before, during, and after their visit to South Australia.
How we tackled it
Taking an inside-out, outside-in approach, we embarked on multiple streams of work designed to define a robust set of requirements and considerations. These efforts informed concept design, user experience, and the foundational technology solution, while shaping a future-proof strategy for innovations like data-driven and third-party experiences.
Streams of Work
Technology Discovery and Selection
Conducted 12+ interviews and several workshops to uncover critical cross-departmental information and requirements for evaluating foundational technology.
Co-Design Workshops
Facilitated workshops to evaluate and prioritise current integrations and platforms in use, identifying the most viable solutions for 'Release 1.'
Content Evaluation and Information Architecture
Held 4+ co-designed sessions with subject matter experts (SMEs) to ensure future content needs were thoroughly considered in the build.
Traveller Input and Insights
Started with a broad perspective by collating insights from category and competitor analysis to create a holistic journey map of the average traveler; Refined these findings through 55+ interviews with AAL staff and customers to gain real-time understanding of how to enhance the experience.
How we tackled it
Taking an inside-out, outside-in approach, we embarked on multiple streams of work designed to define a robust set of requirements and considerations. These efforts informed concept design, user experience, and the foundational technology solution, while shaping a future-proof strategy for innovations like data-driven and third-party experiences.
Streams of Work
Technology Discovery and Selection
Conducted 12+ interviews and several workshops to uncover critical cross-departmental information and requirements for evaluating foundational technology.
Co-Design Workshops
Facilitated workshops to evaluate and prioritise current integrations and platforms in use, identifying the most viable solutions for 'Release 1.'
Content Evaluation and Information Architecture
Held 4+ co-designed sessions with subject matter experts (SMEs) to ensure future content needs were thoroughly considered in the build.
Traveller Input and Insights
Started with a broad perspective by collating insights from category and competitor analysis to create a holistic journey map of the average traveler; Refined these findings through 55+ interviews with AAL staff and customers to gain real-time understanding of how to enhance the experience.
How we tackled it
Taking an inside-out, outside-in approach, we embarked on multiple streams of work designed to define a robust set of requirements and considerations. These efforts informed concept design, user experience, and the foundational technology solution, while shaping a future-proof strategy for innovations like data-driven and third-party experiences.
Streams of Work
Technology Discovery and Selection
Conducted 12+ interviews and several workshops to uncover critical cross-departmental information and requirements for evaluating foundational technology.
Co-Design Workshops
Facilitated workshops to evaluate and prioritise current integrations and platforms in use, identifying the most viable solutions for 'Release 1.'
Content Evaluation and Information Architecture
Held 4+ co-designed sessions with subject matter experts (SMEs) to ensure future content needs were thoroughly considered in the build.
Traveller Input and Insights
Started with a broad perspective by collating insights from category and competitor analysis to create a holistic journey map of the average traveler; Refined these findings through 55+ interviews with AAL staff and customers to gain real-time understanding of how to enhance the experience.
The 'tension' point
Adopting a sense-making approach, the interviews focused on unpacking the problem space to identify the 'root cause'—the underlying tension point explaining why travellers weren’t engaged.
While specific needs varied across traveler types—such as outbound, inbound, and those with differing levels of familiarity—a persistent mental model emerged as the root problem. Travelers didn’t view the airport website as a go-to resource. Instead, they relied on familiar methods like physical signage and third-party tools, habits reinforced by feedback loops from past experiences.
Even with a clear need for easy access and self-service options, the airport website was often bypassed or not front-of-mind. This highlighted the critical need to address both the value proposition of the digital offering and its connection to the physical environment. By introducing prompts and nudges within the physical space, the airport could guide travellers toward these digital tools, surfacing key information and positioning the website as a central part of their journey.
The 'tension' point
Adopting a sense-making approach, the interviews focused on unpacking the problem space to identify the 'root cause'—the underlying tension point explaining why travellers weren’t engaged.
While specific needs varied across traveler types—such as outbound, inbound, and those with differing levels of familiarity—a persistent mental model emerged as the root problem. Travelers didn’t view the airport website as a go-to resource. Instead, they relied on familiar methods like physical signage and third-party tools, habits reinforced by feedback loops from past experiences.
Even with a clear need for easy access and self-service options, the airport website was often bypassed or not front-of-mind. This highlighted the critical need to address both the value proposition of the digital offering and its connection to the physical environment. By introducing prompts and nudges within the physical space, the airport could guide travellers toward these digital tools, surfacing key information and positioning the website as a central part of their journey.
The outcome and next steps
What emerged was a series of opportunities to fundamentally address these challenge areas while pushing the boundaries of traditional thinking to explore ways to expand and innovate within the category. These efforts culminated in a series of polished UI designs which included context-aware personalisation (Using predefined conditions to deliver content based on user's context), other functionalities to overall enhance engagement and way finding.
As this work is ongoing, I’m unable to share further details or the designs themselves—please feel free to reach out if you’d like to discuss this project in more detail.
The outcome and next steps
What emerged was a series of opportunities to fundamentally address these challenge areas while pushing the boundaries of traditional thinking to explore ways to expand and innovate within the category. These efforts culminated in a series of polished UI designs which included context-aware personalisation (Using predefined conditions to deliver content based on user's context), other functionalities to overall enhance engagement and way finding.
As this work is ongoing, I’m unable to share further details or the designs themselves—please feel free to reach out if you’d like to discuss this project in more detail.
The outcome and next steps
What emerged was a series of opportunities to fundamentally address these challenge areas while pushing the boundaries of traditional thinking to explore ways to expand and innovate within the category. These efforts culminated in a series of polished UI designs which included context-aware personalisation (Using predefined conditions to deliver content based on user's context), other functionalities to overall enhance engagement and way finding.
As this work is ongoing, I’m unable to share further details or the designs themselves—please feel free to reach out if you’d like to discuss this project in more detail.
The outcome and next steps
What emerged was a series of opportunities to fundamentally address these challenge areas while pushing the boundaries of traditional thinking to explore ways to expand and innovate within the category. These efforts culminated in a series of polished UI designs which included context-aware personalisation (Using predefined conditions to deliver content based on user's context), other functionalities to overall enhance engagement and way finding.
As this work is ongoing, I’m unable to share further details or the designs themselves—please feel free to reach out if you’d like to discuss this project in more detail.