Virgin Australia Guest Experience
Virgin Australia engaged Büro North to develop the user experience from airport arrival to aircraft boarding at the T1 Perth Airport expansion. Encompassing the arrival experience, self check-in, self bag-drop through security and onto the departure lounges and gates our design solution delivers wayfinding and process information and instructions to passengers to ensure seamless journeys.
Our approach was to map the physical, process and digital touch points of the user experience. From integration with the Virgin app to coordination with interiors, lighting and branding, we ensured every step of the journey was clear, logical and simple. The check-in hall at Perth Airport is a very narrow space, handling over 4 million passengers annually. We developed a staged delivery of information aligning to the steps of the check-in process.
These were articulated using large vertical elements in the space to provide long sight-lines through the international terminal, and from outside allowing users to orientate themselves as early as possible reducing the load on lateral passenger movements inside the check-in hall.
Büro North’s wayfinding design technique has given a new innovative feel to our check in space and most importantly has assisted with a seamless journey for our travelling guests.
— Tracey Rosewall, Virgin Australia