Radically redesigning Airport Information

The Terminal 5 Info Zone opened in March 2008. Please have a listen to what our client had to say about working with Engine in the short film below.

Case Study

A new landmark for London, Terminal 5 will be one of the worlds most exciting airport terminals, visually stunning and easy to use; a fitting gateway to the UK. Calculations estimate 30m passengers will travel through T5 each year.

As part of the goal to make T5 easy to use, BAA commissioned Engine to design the airport information provision as part of a dedicated information zone in T5 arrivals. Given that the plan was a move away from its current operational model - a manned desk with queuing structure - BAA needed Engine to understand what information customers really needed and how to best to deliver it.

Engine approached this by developing personas, customer journeys and shadowing current terminal information assistants.

Passenger Journey

The methodology uncovered insights and highlighted requirements, which enabled us to create an information proposition. Additionally, our initial research together with customer data from BAA allowed us to produce an information architecture which we then used in the design of on-screen information and for panels within the Zone. A design specification was created as a result of this phase of work. Interestingly, creating the zone was like designing a walk-in 3D website in understanding customer goals, how best customers should interact with information and how BAA operations support this.

Information architecture diagram

The final design for the Zone allows customers to access information and services quickly and easily on a self serve basis as well as with the assistance of staff. The zone is designed to act as an eye-catching beacon on the vast concourse whilst providing a calm, welcoming and rationalised environment. This is a move away from the visual chaos common amongst previous airport utilities. The concept also minimises queues and subsequently aids passenger flow through the terminal.

Information zone concept

Engine enabled BAA to deliver an effective and efficient solution for answering T5 customers’ information needs. We acted as concept guardians ensuring our design was delivered maintaining its qualities.