the connections experience

Re-designing the experience of connections across BAA’s UK airports

Engine Service Design was asked to re-design the experience of being a connecting passenger for implementation across BAA's UK airports.

The passenger journey from choosing a connecting airport to boarding their connecting flight was carefully researched and then re-created into a multi-channel journey diagram, which planned out the ideal connections experience. It mapped the key decisions and emotions of the passenger, their physical location in the airport terminals, the where, when and how wayfinding is delivered and snapshots of how the environments the passenger travels through will look.



A design handbook was developed which outlined the branding of the experience, how the environments should look and feel, the staff uniforms and key points on the journey they should be positioned, equipment, furniture, lighting and how these rules should be applied. The guidelines ensured that a wide range of elements within the experience were consistent and coherent.

The entire project story can be found here on engine's website, or alternatively on BAA's connections site.


Posted on 10/05