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Case study

Berlin Brandenburg Airport Improves Online Customer Journey With Enhanced UX and UI

Travel

Challenge

Berlin Brandenburg Airport's website needed modernising. To support passengers throughout the online customer journey, it sought the assistance of an experienced IT partner to restructure its website.

Outcome

Thanks to our collaboration, Berlin Brandenberg Airport can now offer a better digital experience, having launched its website on time in 2020. With improved UX and UI, its website supports up to 43 million annual passengers.

According to a survey held by Top Design Firms in 2021, 50% of consumers believe that website design is crucial to a business’ overall brand, while 42% of people will leave a website because of poor functionality. As a major international airport with customers all around the globe, Berlin Brandenburg Airport (BER) had been facing issues with its website's overly complex structure and outdated, text-heavy design resulting in a complicated user experience (UX).

 

The gradual closure of the Tegel and Schönefeld airports to concentrate all air traffic in the Berlin-Brandenburg capital region at one location (BER) caused additional challenges, especially how to clearly present and explain the new infrastructure in a simple way. The airport, operated by Flughafen Berlin Brandenburg GmbH, sought an experienced IT partner to restructure and redesign its website with state-of-the-art solutions to better support passengers throughout the online customer journey.

Man standing in airport

Simple navigation and a better UX

Since the partnership’s beginning, we supported BER’s customer-focused mission. From strategic consulting to concept and design to user tests with peer groups online and face-to-face, we acted as the client’s strategic lead agency for the website’s renewal.

 

For over two years, we held workshops with specialist departments and focus groups to understand what the website needed in order to provide a better UX for travellers. Priority was given to the user journey and click paths for the different target groups consisting of several traveller segments, locals, partners and more.

 

We came up with the notion to separate the website into different sections: a portal just for travellers (B2C) and one exclusively for business partners (B2B). Our team did a complete, structured conceptual revision of all contents to develop a user interface (UI) with international appeal and a focus on service communication, especially in the B2C traveller sector.

 

The concept involved enhancing the website with a unique design and simple navigation. We generated the idea for 'content modules' and a design grid that gave website editors a lot of design options but with consistent rules.

 

For the sake of quality assurance, we set up a ‘living style guide’ and visual concept via confluence. This gave all project participants the ability to check and comment on the modifications to make the design adaptable for the content management system (CMS) that would be delivered and technically implemented in a modular, progressive way by another agency.

 

We worked within an agile framework with bi-weekly milestones that were closely synchronised with BER and agency partners.

Thanks to our collaboration, Berlin Brandenberg Airport can now offer a better digital experience, with improved UX and UI, to up to 43 million annual passengers.

A reliable and innovative team

Templates delivered on time and budget

Our teams delivered concepts and design templates not only on time, but also within budget. Working alongside BER, our support helped facilitate the website’s launch in autumn 2020.

 

Berlin is the third largest airport location in Germany; it is even the largest as measured by arriving and departing passengers (excluding connecting passengers). At the time of delivery, around 43 million passengers could be handled annually at the three terminals: T1, T2 and T5. With BER’s new website as their digital travel companion, these travellers will be well supported in the user journey for a long time to come.

Designers working together on an agile board with sticky notes
Clients and employees at an Endava office happily talking

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