Designing a scalable omnichannel airport experience

Designing a scalable omnichannel airport experience

Designing a scalable omnichannel airport experience

Business impact
Business impact
One year after relaunch in 2017
One year after relaunch in 2017

+125%

Revenue

+125%

Revenue

+138%

E-commerce sales

+138%

E-commerce sales

+400%

Registered users

+400%

Registered users

+50%

Page views

+50%

Page views

2.437.476

Users served

2.437.476

Users served

Recognition
Recognition
My role

Lead UX / UI Designer

Owning the experience across Finavia’s digital ecosystem - from passenger-facing products to on-site systems used at Helsinki Airport.


I was responsible for:

  • Defining core experience principles across Finavia’s omnichannel services


  • Leading UX for all customer facing digital products


  • Co-creating and scaling the design system in close collaboration with DevOps and engineering


  • Aligning UX strategy with service design, operations, and commercial goals


Client

Finavia (Helsinki Airport)

Industry

Transportation

Scope

Omnichannel UX

Design system

Mobile app

Web platform

Interactive airport information system

Duration

Multi-year engagement (2+ years)

Why it matters
Why it matters
Airports are high-stress environments.
Small breakdowns in information quickly compound into missed flights, congestion, and poor passenger experience

Finavia operates Finland’s airport network, with Helsinki Airport as a major European hub.


The passenger journey spans:

  • Pre-travel planning

  • Arrival and ground transport

  • Security and transfers

  • On-site navigation

  • Services, retail, and departures


To succeed, digital services had to work as one system - supporting passenger needs while enabling operational efficiency across channels, teams, and years of continuous development.

Approach
How we turned invisible collaboration behaviors into a predictive business tool

The POC goal:

Make collaboration measurable and predictive


This wasn’t a research exercise. It was a service prototype:

a product that Workspace.fi could offer to clients as a performance layer on top of their space and service design.


We scoped a POC that would:

  • Use real-world proxy data

  • Build a predictive system model

  • Deliver a C-level concept prototype

  • Include a tactical sales layer

  • Lay the foundation for a scalable service offering


Approach
Approach
How we turned fragmented airport touchpoints into a coherent omnichannel experience

The goal was to design an experience foundation that could scale across digital, physical, and operational contexts.


We grounded decisions through:

  • User research

  • Journey mapping

  • Ideation workshops involving passengers and key stakeholders


This informed shared experience logic that balanced real-world constraints with operational needs, and enabled scalable delivery across multiple products.

Experience foundation
Experience foundation
A scalable experience foundation for airports

The resulting experience foundation enabled Finavia to:


  • Provide passengers with clear, real-time contextual information

  • Reduce uncertainty via service visibility and live updates

  • Deliver consistent UX patterns across digital and on-site interfaces

  • Accelerate new service delivery via a shared design system


The ecosystem served millions of users and drove measurable commercial impact across channels post-launch.

Back