Growing Tourism Through an Enhanced Customer Experience

Customer-centric collaboration to empower

Having already worked with the airport on multiple discovery projects together, we conducted qualitative and quantitative research into customer needs and expectations of the airport's facilities and future endeavors. Accessibility was a core focus, guiding the website re-design and re-platforming to ensure a customer-centric end result that could scale seamlessly with the business. 
 
 Flying can be a stressful experience, especially for those with health conditions, impairments or families with young children. The redesign focused on creative and intuitive, accessible environment that empowered travellers by providing clear information about facilities and processes. 
 
We also extended our work to enhance the staff experience, considering workflow, process, onboarding and staff needs to understand any gaps and improvements that could be made to improve the employees’ day-to-day lives and streamline tasks. 

 
As a key gateway for the region – home to scenic camping areas, vineyards, V8 supercars, and a variety of music events – promoting tourism was a major focus. We delivered a platform that allowed for easy, rapid content creation and promotion to attract and guide tourists.