Melbourne Airport

Our first task was a precinct-wide audit of the traveller experience, with a mandate to develop a vision that filled identified shortfalls and developed an experience that resonated with the airport’s employees, its suppliers, its clients and, most importantly, its travellers. Following on, our recommendations for creating a door-to-plane experience included working with and helping inform the Aus$1 billion masterplan for the new international terminal, radically overhauling of the design of its domestic terminal, the development of over Aus$100 million operating system, producing a staff and supplier traveller experience training toolkit, and advising on the setting up a of a traveller experience management department.

A physical and digital intervention, the Stepping Forward experience masterplan has progressed to design concept and is now in various stages of delivery. Crucially, as well as working closely with key stakeholders, including the airport’s airline clients, the brief for the identity that sits at the centre of the intervention was such that it should not be overshadowed by the city’s own identity and yet, at the same time, be of the city. We continue to work with the airport on a project-by-project basis and look forward to becoming permanent consultants to the ongoing traveller experience, pandemic allowing.