How might we transform Manchester Airport to make it a more enjoyable place as well as commercially sustainable?

Manchester Airport

Business Transformation & UX Strategy
Project Overview
Manchester Airport has seen a significant increase in its number of passengers, up to 27,9M travellers in 2018. In order to deal with the high number of air passengers expected to travel in the coming years, the company needs to transform the business and be able to face incoming challenges. The research part of this project was completed within a team, whereas the ideas and prototypes have been produced as individuals.
My Contributions
Users Research
Vox Pop
Journey Mapping
Business Model
Visual Design
Research process
Vox Pop
Stakeholders interviews
Online survey
In the context of a Business Transformation brief, it was mandatory for the team to investigate the current state of the company as well as the factors that might disrupt its business model in the future.  In order to find out, the team investigated the following:

Aeronautical industry forecast including competition, technology, consumer and partnership
Traveller's current perceptions and level of satisfaction regarding the airport experience
Traveller's expectations and needs regarding airports, airlines, and mobility in general
Trends analysis regarding innovations, big data and sustainability for businesses

From there, the project was completed as individuals.
Key insights
Drawing from the research, I identified some tensions and frictions within the current business model of the company which lie in the poor quality of the service the airport provides to its users (travellers) and its partners (all kind of concessionaires). Crossing those findings with external factors such as air travellers forecast, upcoming technologic disruptions and mobility trends, I was able to formulate a key insight.

In the future, with the current Business Model, Manchester Airport will not be able to provide the best value to its partners and passengers due to inefficient airport operations.
How might we transform Manchester Airport to make it a more enjoyable place as well as commercially sustainable?
Based on this insight, I came up with the following solution: AirLink, the mobile platform that centralised every shops and services within Manchester Airport while also facilitation self-services options for processing passengers.

It provides travellers with retail, navigation and flight informations while using business intelligence to manage passenger flows and gain insight on revenues

Why is it relevant?

It brings value to the travellers by reducing the time processing activities, including queuing and provide them with a personalised and frictionless airport experience
It brings value to the concessionaires by giving access to a new business resources as well as increasing their business opportunities
It maximised benefits in airport operations, improve passenger flow management as well as generating a new revenue stream.
It improves negotiation elements with concessionaires.
Interested in the project?See the full report here