Vienna Airport
Content Strategy & Experience Design

Since March 2018

I recently joined the team of 9dots digital to work on the content strategy for the passenger section on the Vienna Airport website, setting the foundation for the website relaunch in 2019. The first phase – which still is going on – covers the analysis of the current website content, the restructuring and repackaging of passenger information and the development of a new user guidance concept.

Note: This project is work in progress and has not been published yet. The information provided here is confidential and must not be distributed for other purposes.

Mapping the relevant passenger journeys

The first step was to elaborate a set of passenger journeys based on according personas. The journeys where visualised as journey maps including the collection of activities, the definition of phases and the identification of digital touchpoints.

Building a content inventory

The analysis and evaluation of the current website content was conducted in an inventory where the conclusions from the passenger journey as well as recommendations could be integrated. This content inventory will help the content agencies to work on the written content in the further process.

Repackaging information

The recommendations drawn out of the journeys and inventory find their places in two sitemap drafts, adding a new way of guiding the website user to the desired and most appropriate information.

Guiding the passengers

The sitemaps form the basis for the website concept to make the conclusions tangible in interactive prototypes.

As mentioned above, this project and collaboration is still running. The process is fun and we have the rare opportunity to spend enough time and resources into well-crafted concepts which will have a strong impact on the future passenger experience at Vienna Airport.