We reimagined our website and brought twenty airports from all over Finland together in order to make the website a defining entry point for traveling from or to Finland, which enables a coherent experience and one-to-many platform. Helping the passengers with their journeys by providing them empathetic, personalized, and contextualized experiences that emerge from the real-time data. The website provides a true cross-channel experience that connects all digital and physical touch points like the mobile application, digital interactive map, info screen, restaurants and shops along with the user journey. Bringing cohesion to the brand and user experience of twenty airports, we created an omni-channel experience that is user-centric, embodies Finnish design characteristics, and is modular to ensure scalability with the growing customer and business needs.

The execution of the website renewal project started in May 2017. After understating the users and business needs, the ideas validated with the users and stakeholders were then expanded from high fidelity prototypes into detailed designs. The process was highly iterative with continuous feedback cycles every two weeks.

We planned the project timeline to first develop B2C aspects in order to meet the customer’s basic needs. Furthermore, the focus was set to B2B for forming collaboration opportunities with the relevant business partners. Afterwards, we moved to B2C extended services to further smoothen the passenger experience. The combination of aforementioned aspects resulted in accelerated commercial growth and customer satisfaction.

The scale of the project was immense as the website includes twenty airports in Finland, which added complexity in the design and development. The MVP was released on 30th November 2017 and the website currently is in the phase of continuous development.

Since the launch of the website, the business impact has been extremely significant. Compared to the last year’s statistics, the revenue has increased 125%, the increase in the e-commerce sales has been over double; 138% increase to be precise, registrations have gone up to 400%. Moreover, there has been a 10% increase in the organic users per month and the page views have increased 50%. All the key performance indicators setout in the intimal phase of the project have exceeded the expected business targets and the customer feedback has been extremely positive.

Finavia's digital strategy aims to create an integrated and smooth passenger experience along with accelerated commercial growth with relevant partners. The strategy for the website was carried out by gathering the data employing various methods including in-depth user research, user journey mapping, user validation and ideation workshops with the users and the stakeholders, which helped us to define the value proposition and KPIs.

The target audience includes departing, arriving, and transferring passengers. While, the extended target audiences include airlines, media, organizations, and authorities.

In order to meet our promise of having an integrated, smooth, omni-channel experience and a commercial growth, we considered how to bridge the gap between digital and non-digital touchpoints. This resulted in our website that covers for both, by linking the O2O (online to offline) service and experience, that enables passengers to easily pick up in the physical environment where they left off from digital.

Finavia is one of the most prominent organizations in the aviation industry of Finland. We run airports all across Finland and aim for creating an integrated and smooth passenger experience along with accelerated commercial growth with relevant partners.

Our goal was to align all our digital touchpoints to our vision of smooth traveling experience starting from our website. Employing the customer-oriented approach; we wanted to create an omni-channel experience that offers world-class digital services and provides the passenger control over their experience, and journey.

From the business side, increase in both, direct and indirect digital revenue was one of the main objectives, in order to make a business impact on providing relevant content for the users, improved user engagement, the quality of design, and strengthened brand. Showcasing our business and service ambition in forward thinking will establish our position as the leading airport between the East and West.