Designing an airport super app

If you think airports are just about flights, security and endless paper cups of coffee, think again. Bengaluru’s Kempegowda International Airport (BLR), the gateway to India’s startup capital, is a premier destination for retail, live entertainment and dining experiences.

Since its launch operations in 2008, BLR crossed the 30-million passenger mark. Now, they have embarked on a journey to become one of the most digitally advanced airports globally, and engaged HumanX to design a strong foundation for digital CX.

Goal

1. Reduce passenger anxiety
2. Improve revenue opportunities

At the heart of it, Pulse is designed as a digital platform of connected services that enhances the passenger experience and powers the digital airport economy.

How do we get there?

It starts with the Voice of the Passengers

We conducted Airport Intercepts that helped us get rich insights into passengers’ behaviour, their needs and points of frustration while travelling to and through the airport.

“The minute I step out of home, I don’t feel like I am in control.”
“Booking a cab and getting one are two different stories.”
“Even when I reach the airport early, it’s not early enough.”
“The minute I step out of home, I don’t feel like I am in control.”
“Booking a cab and getting one are two different stories.”
“Even when I reach the airport early, it’s not early enough.”

How might we be on the Pulse of what passengers need?

Armed with these insights, it became clear that not all airport needs are equal and they progress on an anxiety axis, we called Airport Hierarchy of Needs. Against each need, was a feature that would help solve that particular passenger challenge.

Opportunity Map

We then mapped the passenger's journey from Home to Gate and unlocked opportunities and interventions, and identified key moments of truth that shaped the outcomes

Features that deliver outcomes

Flight info

Upfront flight information that tells you how much time until departure, so you know if you need to rush or if you can relax.

Fastest entry

Breeze through the crowd, queue information at your fingertips.

Assured cab

Schedule a ride to the airport that’s guaranteed and avoid last minute cancellations.

Book in advance

From your flight to duty free to lounge, this is your one stop shop for everything related to your trip.

Airport essentials

Quick access to essential services and facilities.

Flight Info, Fastest Entry, Assured Cabs, Book in advance, Airport Essentials

3 Axes of personalisation

Personalised nudges based on who the passenger is, their location and time until flight.

Everything else that elevates your travel experience

NOT JUST A PITSTOP, BUT A DESTINATION

See the airport as not just a pitstop, but a destination to explore events, art, culture and more.

navigate indoors

See the airport as not just a pitstop, but a destination to explore events, art, culture and more.

Search

See the airport as not just a pitstop, but a destination to explore events, art, culture and more.

rewards

A loyalty programme for members and frequent travellers to stand a chance to enjoy the perks that the airport offers across its services.

Creating buzz around the new app

Beyond just designing the app, we created communication that was authentic and something that passengers would relate to.

Key Shifts

Beyond just rethinking the digital assets, our team influenced the internal approach to digital CX leading to certain key shifts:

Digital Asset
Airport Infra
Feature Centric
User Outcome Centric
Set of Features
Connected Journeys

Having created this foundation, HumanX team continues to partner with BLR as we build them into a category benchmark and building more features.