In a 2017 project, we were tasked with helping Finavia prepare for the rapidly rising demand for air travel while maintaining its reputation as one of the world’s most innovative and customer-centered airport operators. The aim was to do this by offering passengers all the information and services they need, updated in real time, through all key digital touchpoints for a stress-free traveling experience. Through a combination of the Helsinki Airport app, online parking reservations, information screens and Finavia’s website, we were able to create a highly personalized and seamless omnichannel customer journey.
We also developed a robust and highly scalable microservice system to support these digital channels, helping Finavia to achieve an accelerated time to market for service and feature updates. We used quick iterative cycles in a value-led process, involving user research, user journey mapping and ideation workshops with key stakeholders. This helped Finavia get to the bottom of its users’ needs and deliver a solution to satisfy them in a timely way. The process allowed us to create value very quickly and then continue building more value into the solution iteratively rather than delaying the release until everything was “perfect”.
The outcome gave Finavia a competitive advantage, with the smooth customer experience helping the organization improve its performance in terms of page views, registered users and revenue. The website’s user experience also won multiple awards. Not only did our approach start generating value quickly, but the final product also offered more overall value for users and left Finavia well prepared for future developments in its industry.