Accompanied walk throughs with real passengers of different party types and make-up to evaluate how they navigate the departure experience in real time. Passengers were recruited prior to travel and met at their arrival point at the airport be that car-park, bus, drop-off.


The project provided detailed insight on the needs of different passenger types as they navigate the departure journey through an airport. Areas such as way finding through signage, facilities and services required at different points and specific pain and pleasure points for each passenger type.