International Airport
One of the leading airport management companies in Italy, responsible for some of the most relevant airports in Europe, needed to deeply renew its digital presence. The goal was twofold: to improve the user experience and to make airport traffic management more efficient.
In addition to the institutional website, the company also wanted to develop an eCommerce dedicated to the stores inside the airport, so that travelers could book products online and conveniently pick them up before their flight.
Our Role
UX & UI Design
Project manager
Developers
Objectives and requirements
The project initially focused on the navigability of the institutional site, with the intent of optimizing the UX/UI and information structure. The analysis was based on browsing data and traveler habits, with the goal of providing quick and intuitive access to essential information.
Regarding the online store, the internal client-side team needed to have an efficient platform that would enable the booking of products available at airport outlets, ensuring smooth integration with internal systems and a simple and intuitive shopping experience.
The project was highly complex, both because of the booking logic constrained to a limited time window before flight departure time, and because of the need to provide an optimized digital experience for international users, particularly travelers from China and Russia.
Approach and solutions
We adopted a structured approach, starting the project with a discovery phase that allowed us to analyze the existing experience, user behavior data, market trends, and industry benchmarks.
This process enabled us to gather strategic insights, identify opportunities for improvement, and highlight critical issues to be addressed.
- Corporate Website: We redesigned the information architecture and user interface with a user-centered approach, making navigation more intuitive and accessible.
The UX/UI design phase helped optimize the overall experience by facilitating access to information and content management—particularly addressing the needs of users in transit at the airport (e.g., where to park, how to reach or leave the airport, and how to navigate available services). For the airport company’s team, we simplified operational management by developing a library of reusable components. This allows them to independently create landing pages quickly and consistently with the brand identity. - eCommerce Website: Our collaboration expanded to include the development of an eCommerce site built on the BigCommerce platform. Based on the user’s destination and flight date, the platform enables travelers to book available products from airport stores online and pick them up directly at the airport.
Booking management is powered by EMMA, our proprietary Order Management System (OMS), which provides operators with an intuitive interface to easily monitor and manage the booking and pickup flow.
Each point of sale can independently manage promotions, product categorization, and availability updates.
Thanks to this project, the company has been able to offer its users a modern, fast, and high-performing digital experience—optimizing the management of institutional content while ensuring a smooth and efficient eCommerce journey for travelers.
