Building a New Airport Experience

We worked quickly & closely with the startup team at Fastrack to create a product roadmap for delivering a VIP airport experience.

The Background

The Fastrack team have a wealth of experience in the airlines industry and wanted to massively improve the way passengers experience airports. We’re all familiar with long luggage queues, security checks and hunting around for somewhere to eat a meal in comfort. Fastrack wanted to change this to make it a more convenient and enjoyable experience.

Our Approach

adaptable were faced with the task of devising a product road map whilst finding a clear understanding of what customers would both need and expect from an improved airport experience - whilst translating this into a digital, customer facing space.

Firstly, to validate the business model an MVP booking site was created, tailored around what the user needed to interact with. This was launched as a pilot at one UK airport and ran for a month to see how the business (in it's current devised model) handled all user interactivity across digital, operations and experience.

adaptable have provided us with a digital product roadmap that has made us look deeper into our business model

Liz Turner

Director, Fastrack VIP

Findings

At the end of the month long pilot, the customers that had booked gave us insightful information which helped towards validating the business. It also provided valuable feedback in where the business should change and what technology we needed to implement.

Rolling out the service further to a handful of UK airports, allowed us to gain a deeper insight into customer needs, and what infrastructure is required to meet the needs of customers when interacting with Fastrack at the various stages of their journey.

Fastrack

It was a fabulous way to start my holiday. From the moment allan met me I felt comfortable and safe. He took everything out if my hands carried my hand luggage made sure I was comfortable in the lounge. And saw me right onto the plane. I would recomend Fastrack very highly.

— Trust Pilot Customer Reviews

Discovery

Concluding our discovery project with Fastrack has led to an inital website platform being produced as a short term solution. Our findings have now led to a 6 month plan of action, which includes revised commerical avenues. These will solve customer friction points whilst in the aiport and also provide Fastrack with the tools to sucessfully manage the business from one digital command centre.

iPad UI for Fastrack VIP

The Full Booking Platform & Digital Ops Centre will Launch 2018

“adaptable have provided us with a digital product roadmap that has made us look deeper into our business model. The groundwork put in place has really helped us plan for our ambitious service roll-out”

Liz Turner

Liz Turner

Director

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