Finavia and Futurice work to provide all users support along their customer journey through Finavia’s digital touchpoints - the Helsinki Airport app, online parking reservations, information screens, and Finavia's website.
For passengers, Finavia strives to provide increased end-to-end control over their own journey, from reserving a parking space in advance to providing up-to-date information about waiting time at the security check and push notifications about the situation at the boarding gate using real-time data.
The scope and complexity that comes with designing a website that serves the needs of 21 airports, like finavia.fi, emphasized the need for fast iterative cycles. The process employed user research, user journey mapping and ideation workshops with both users and key stakeholders, including passengers, airlines, authorities, the media, and a wealth of organizations active at airports. Since launch, the website has won multiple awards including Webby, Lovie, and an IxDA for its user experience.