THE CHALLENGE

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. Therefore, it’s imperative to ensure your website is secure, up-to-date, and user-friendly. This is especially true when you’re a major international airport with customers all around the globe.

Flight operations themselves are achieved in a complex interplay between Flughafen Berlin Brandenburg GmbH as the airport operator and its partners. Berlin Brandenburg Airport (BER) had been facing issues with their former website, as it had an overly complex structure, an outdated design and was text heavy.

This all resulted in a complicated user experience (UX). Plus, the gradual closure of the Tegel and Schönefeld airports to concentrate all air traffic in the Berlin-Brandenburg capital region at one location (BER) causes additional challenges, especially how to clearly present and explain the new infrastructure in a simple way.  This was particularly relevant for the transition phase around the BER commissioning, as terminal areas at the former Schönefeld Airport are still used under the guise of BER Terminal 5.

To better support passengers throughout the complete online customer journey, the airport sought the assistance of an experienced IT partner to restructure and redesign their website with state-of-the-art solutions.

THE SOLUTION

Since the partnership’s beginning, Endava 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, Endava 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.

Endava 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.