Case Study Dublin Airport Customer Engagement Application

"I am very impressed with the quality of staff at AtomX and the output delivered. They were great to work with and delivered an excellent solution within a short time frame"

             Aoife Doherty, Future Factory Project Manager at Dublin Airport

The Challenge

With a passenger count of 31.5m in 2018, flying to and from 44 countries across 4 continents, Dublin Airport is one of the fastest growing airports in Europe.

 

It’s Innovation and Business Development team, , The Future Factory*, is continuously looking at creative ways to solve business problems, in order to address travellers “hurries and worries” and bring joy to their travel.

As part of their portfolio of work, The Future factory wanted to understand the information needs of travellers at various locations of their “Arrivals” journey.

*https://www.dublinairport.com/the-future-factory

The Solution

The AtomX team conducted a rapid one month pre-engagement exercise to understand requirements, business drivers and ensuring brand alignment in the final solution.

 

This was followed by an iterative creation of the AskDUB webapp, including content update, configuration, user engagement testing and a constant validation with The Future Factory digital and technical teams. Once the web app was ready to be deployed, the AtomX and The Future Factory team, worked with the operational stakeholders to ensure physical and digital delivery of the AskDUB kiosk.

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As part of the solution, following services were deployed:

  • A customer centric and engaging “Arrivals” application including information about Bussing, Hotels, Car Rentals etc

  • A WebApp with an ability to be delivered to multiple front end kiosks and digital channels

  • An ability to update and deploy within 2 hours

  • Offered as a SaaS, with a high level of resilience, infrastructure and security features, suitable for an Airport ecosystem

  • Configurable plugins available to extend for other travel utilities, including payments, virtual assistant and QR/Barcode scanner

The Outcome

Customer engagement of the AskDUB application was above the expected throughput, as it exceeded 1000+ users within the first month itself.

 

Whilst this proved travellers’ digital readiness, it also revealed their key “top of the mind” topics, hurries and worries, enabling The Future Factory to further understand the digital information needs of Dublin Airport passengers and to test the uptake of a digital information option.

 

With an in-built data and analytics engine, the AskDUB application also provided key trends and correlations of customer choices. For instance, correlation between location / day of the week & the type of query OR top 3 queries.

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