Washington Area Airports – Digital Transformation

Washington DC the capital of United States has two main airports — Reagan National & Dulles International Airports. These two airports carry around 40 million passengers annually including Domestic, International and Cargo flights. Metropolitan Washington Airport Authority (MWAA) is responsible for managing these two Airports.

Reagan & Dulles Airport web redesign involved modernizing their web infrastructure, establishing new content publishing processes and improving the overall user experience. In order to do this, we engaged multiple user groups to understand the pain points and the vision for the future. This process included creating design concepts and information with close coordination with the business & user groups.

This is the First generation of the mute-stage digital transformation. The vision of the this airport web is to deliver and experience that is unified across various channels. Engage users with the web & mobile channel and provide them differentiated services. There are some of the most modern digital features that has been deployed to harness this vision.

Business Goals

Business vision and the goals for this digital transformation is to make these airport most modern with the new and modern digital infrastructure. Some of the goals for this initial phase involve —

• To gain customer intimacy in providing personalized services, solutions and products to help their travel needs with far reaching benefits
• To establish next generation collaboration capabilities that are catered to organization staff and business partners to enable effective and efficient services to our customers
• Structure the new customer centric website for easy to find effective information.
• To help our patrons with personalized information to provide best travel airport experience in conjunction with revenue generation aspects.

Key features of user experience design

This is the First generation of the mute-stage digital transformation. The vision of the the new airport  is to deliver an experience that is unified across channels. Engage users with web & mobile channel and provide them personalized services. Following are some of the most modern digital features that has been deployed to harness this vision —

• Improved Taxonomy, Navigation and Content Strategy to improve the publishing process across various channels
• Virtual Way Finding at the Airport to enable location based services and modern eCommerce features across the terminal shops
• Real time Parking, Security & Flight Information to help customers find accurate information
• Unifying multi-channel, responsive Design to deliver consistent experience across devices
• Business & Cargo information to seamlessly integrate businesses online with Airport Management