Perth Airport
From traffic conditions to parking and flight statuses, the Perth Airport team recognised a major opportunity to improve the airport experience stemmed from delivering ultra relevant information to improve and enhance passengers' and meeter greeters' airport journeys. Knowing that a native mobile app would enable this information to be delivered with location, time and contextual awareness, they engaged us to help them plan and deliver a Perth Airport app for iOS and Android.
To better understand the Perth Airport’s objectives we conducted internal workshops with several divisions, including Commercial Services, Operations, Customer Experience, and Marketing. This focused on uncovering details about the organisation, such as their corporate vision, overarching business goals, strengths, weaknesses, opportunities, threats, the scope and objectives of the divisions, and the expected role of digital services.
We then conducted a thorough landscape analysis to determine what the travel industry already offered and what could ad value to the airport. This included news articles, industry reports, industry bodies, existing apps, 3rd party data sources, and plenty of hands-on testing of existing apps.
Armed with this information we outlined a range of potential core features, such as flight tracking, flight alerts, wait time, food and beverage ordering, and booking parking.
This aimed to capture every possibility for a mobile digital service for Perth Airport.
Not every idea is great, nor achievable in time and budget. So we then conducted two types of research to prioritised all the potential features. A range of questions were sent to 400 people who have travelled through Perth Airport to determine the priority feature set, and then we conducted several face-to- face workshops with approximately 10 participants each from the Airport’s key audience groups: family travellers, business travellers, and FIFO workers.
The application integrates Perth Airport’s Flight Information Data System (FIDS) and FlightStats a global flight data API into a single flight information system. The app also delivers retail marketing automation by integrating with Sitecore and Salesforce to understand users shopping preferences.
Users may pre-book and pay for parking as the app also integrates with Perth Airport’s parking inventory management APIs (Chauntry). Furthermore destination weather data is provided by a global Aeris weather service integrated into a single cloud based server application leveraging Firebase and iOS and Android client apps.
The first release of the app went live in July 2016.
"What you have delivered... is a beautiful, functional and progressive piece of digital infrastructure that will improve the customer journey for our passengers.”
Adam Levin - General Manager Customer and Digital Perth Airport