Transforming airport B2B operations

Airports are intricate ecosystems, where smooth communication and operational efficiency are essential. Yet many tools relied on by customers - airlines, ground crews, and logistics partners - are siloed and fragmented. These inefficiencies create workflow bottlenecks, delay decisions, and frustrate teams tasked with keeping operations running smoothly.

We partnered with an international airport to address these challenges through a research-driven process. The aim was to streamline workflows, create a community and lay the foundation for a user-centered B2B platform tailored to the needs of a diverse range of customers.

Understanding the Challenges

Airports operate much like mini-cities, with countless moving parts and diverse roles working in tandem. While users shared some common needs, such as staying informed and resolving disruptions, their specific requirements varied greatly. However, the existing tools failed to provide the cohesion required to bridge these needs, leaving teams disconnected and workflows inefficient.

“We’re spending more time chasing information than making decisions with it.”

Delayed communication often meant critical updates were missed or lost in siloed systems. Routine tasks relied on outdated processes that slowed teams down. Most importantly, the lack of integration between tools left departments disconnected, resulting in misaligned workflows and wasted time.

Bridging Gaps

To uncover these issues and identify solutions, we conducted in-depth stakeholder interviews. These conversations revealed pain points in their day-to-day workflows and provided insights into how tools could better support them.

We also analysed tools used in both the aviation industry and adjacent sectors, seeking inspiration from best practices in logistics and large-scale B2B operations. Through this process, we identified key themes that would guide our solution:

• The need for real-time, actionable information.
• A demand for tools that supported cross-department collaboration.
• The importance of integrating with existing systems instead of replacing them.
• Not all users need the same depth of information

Key Insights and Universal Jobs-to-Be-Done

The most important discovery came from focusing on universal tasks shared across roles. Rather than planning around individual user groups, we centered the solution on common jobs-to-be-done that applied to all across the ecosystem.

These included resolving disruptions, accessing timely updates, improving collaboration, and enabling better planning. Simplifying onboarding for new hires was also critical, as high turnover meant that teams needed faster ways to bring employees up to speed.

By anchoring the solution around these shared tasks, we were able to start feature mapping and prioritisation, tailoring a design prototype that addressed the airport’s immediate needs while allowing for scalability.

“It’s not about what each department wants - it’s about what everyone needs to work better together.”

The Proposed Solution

Based on our research, we proposed a modular, scalable B2B platform designed to align with the needs of all airport customers. The solution was presented as a detailed design prototype, paired with a feature roadmap and priority list to guide development.

The proposed platform featured a centralised portal, acting as a single hub for accessing resources, updates, and tools. Role-based dashboards offered users personalised views, ensuring they only saw information relevant to their responsibilities. Smart notifications were integrated to deliver timely and actionable updates.

For more complex tasks, a service request center streamlined the submission and tracking of operational needs, while an AI-powered assistant helped users navigate tools and troubleshoot issues efficiently.

The feature roadmap prioritised foundational capabilities like dashboards and notifications first. These core elements could be implemented quickly and provide immediate value, with more advanced features such as predictive analytics planned for future iterations.

A Clear Path to Transformation

Our proposal provided a clear path forward for the airport to streamline operations and improve collaboration. By focusing on shared needs and aligning with existing systems, the design prototype addressed critical inefficiencies while offering a scalable solution for the future.

The insights gained from this process highlighted the transformative potential of a user-centered approach. Faster issue resolution, clearer communication, and streamlined workflows were just the beginning. By prioritising universal jobs-to-be-done, the solution ensured that every department’s goals aligned with the larger mission of operational excellence.