We assisted our signage contractor partner, Merson Group, to improve the customer journey at London Stansted Airport.
The many pressures on people pre-flight, the distance to the departure gates and a lack of clarity in the current customer journey, meant some passengers were not making their flights on time. We were asked to help address this, streamlining the customer journey from the retail space to the departure gates, making it more intuitive through the use of clearer signposting.
What we delivered
Defining the current customer journey and thinking hard about how to improve it comprised a large part of this project. Using wayfinding messaging thoughtfully and intelligently was key to delivering a better navigation family.
The vast amounts of blank space in the airport provided the perfect opportunity to be bold and allowed us to explore oversized wayfinding signage to really hammer home the navigation messaging to customers using the airport.