Mapping user experience in Europe's busiest airport

By overlaying and comparing all of the experience maps we were able to identify three stages in the departure journey that caused a significant negative effect on the customer experience:

• Arrival at the airport (and check-in): customers need real-time, personalised, contextual information – such as check-in locations and directions within the terminal, walking distances, current queue times, etc.
• Departure lounge: customer expectations need to be managed with real-time, personalised, contextual information – e.g. their boarding gate, what shops are available, the transit time, and advanced warning of queues.
• Boarding gate: customers need to be notified of any boarding issues before they travel to the gate, such as their flight being busy and that they will need to check in their hand luggage. Customer experiences can also be improved through personalised entertainment and information – e.g. downloadable content, games, and tourist attractions at their destination.