Designing an
Airport super app
If you think airports are just about flights, security and endless paper cups of coffee, think again. Bengaluru’s Kempegowda International Airport (BLR), the gateway to India’s startup capital, is a premier destination for retail, live entertainment and dining experiences.
Since its launch operations in 2008, BLR crossed the 30-million passenger mark. Now, they have embarked on a journey to become one of the most digitally advanced airports globally, and engaged HumanX to design a strong foundation for digital CX.
Goal
1. Reduce passenger anxiety
2. Improve revenue opportunities
TRAVEL
KERB
CHECK-IN
SECURITY
BOARDING GATE
HOME
How do we get there?
It starts with the Voice of the Passengers
We conducted Airport Intercepts that helped us get rich insights into passengers’ behaviour, their needs and points of frustration while travelling to and through the airport.
“The minute I step out of home, I don’t feel like I am in control.”
“Booking a cab and getting one are two different stories.”
“Even when I reach the airport early, it’s not early enough.”
How might we be on the Pulse of what passengers need?
Armed with these insights, it became clear that not all airport needs are equal and they progress on an anxiety axis, we called Airport Hierarchy of Needs. Against each need, was a feature that would help solve that particular passenger challenge.
Recreation & more
Enhanced Experience
Frictionless Navigation
Reduce Anxiety
Give exclusive experiences to PAX that
will make a memorable experience
Events
Themed Packages
Art & Culture
Pre-booked meals
Pre-booked lounge
Pre-booked shopping
Itinerary
Airport Navigation
Kiosk Ordering
Assured Cabs
Real-time flight updates
Queue wait time
Make the PAX comfortable with facilities
like dining, shopping and stay
Assist PAX to get to their boarding
gate as efficiently as possible
Give PAX wait timings and flight updates
to avoid stress about missing their flight
Anxiety Axis
😩
😌
OUTCOMES
Features
Opportunity Map
We then mapped the passenger's journey from Home to Gate and unlocked opportunities and interventions, and identified key moments of truth that shaped the outcomes
Anxiety Axis
😩
😌
HOME
CAB
KERB
CHECK-IN
SECURITY CHECK
BOARDING GATE
RETURN
⚡️
Anxiety Reducer
Assured Cabs
⚡️
Anxiety Reducer
Flight Radar
⚡️
Time Saver
Pre-book Meal
or Lounge
⚡️
Time Saver
Fastest Gate
⚡️
Time Saver
Fastest Queue
⚡️
Comfort
Retail, Duty Free
⚡️
Recreation
Art & Culture
Flight info
Upfront flight information that tells you how much time until departure, so you know if you need to rush or if you can relax.
Airport essentials
Schedule a ride to the airport that’s guaranteed and avoid last minute cancellations.
Assured cab
Schedule a ride to the airport that’s guaranteed and avoid last minute cancellations.
Fastest entry
Breeze through the crowd, queue information at your fingertips.
Book in advance
From your flight to duty free to lounge, this is your one stop shop for everything related to your trip.
3 Axes of personalisation
Personalised nudges based on who the passenger is, their location and time until flight.
Everything else that elevates your travel experience
Pre-book an assured cab
Pre-book lounge access
Book a stay
Order on Duty Free
Pre-order a meal
NOT JUST A PITSTOP, BUT A DESTINATION
See the airport as not just a pitstop, but a destination to explore events, art, culture and more.
navigate indoors
See the airport as not just a pitstop, but a destination to explore events, art, culture and more.
Search
See the airport as not just a pitstop, but a destination to explore events, art, culture and more.
rewards
A loyalty programme for members and frequent travellers to stand a chance to enjoy the perks that the airport offers across its services.
Creating buzz around the new app
Beyond just designing the app, we created communication that was authentic and something that passengers would relate to.
Key Shifts
Beyond just rethinking the digital assets, our team influenced the internal approach to digital CX leading to certain key shifts:
Having created this foundation, HumanX team continues to partner with BLR as we build them into a category benchmark and building more features.
Digital Asset
Feature Centric
Set of Features
Airport Infra
User Outcome Centric
Connected Journeys
CX design for Bengaluru International Airport enhanced passenger journeys, improved retail opportunities, and streamlined operations, leading to a smoother travel experience.