We have an extensive history of working creatively and strategically with Dublin Airport and daa over several decades. In 2018 we helped create and implement a visual environment strategy in order to improve Dublin Airport’s CX and in turn, increase its Airport Passenger Experience Accreditation score – an independent metric system that measures the quality of customer experience at airports.
A series of workshops, extensive qualitative and quantitative research, site audits, customer journey mapping, stakeholder analysis and best-practice benchmarking informed the final framework and narrative for the visual environmental projects. These experiential designs were created so that passengers could discover a sense of Ireland within the airport itself, an Ireland that is modern, warm and engaging, full of culture, heritage, technology and innovation.
The visual environment projects have hugely contributed to the airport’s sense of place and place of sense, culminating in a system that enables passengers to navigate the airport easily, intuitively, enjoyably and at ease. Prior to this visual environment project, Dublin Airport was ranked 14th for quality experiences in Europe in the 25 to 40 million passenger category. Following the project’s implementation in 2018, Dublin Airport climbed to first position.