Westfield Airports – Boston Logan Airport

Find your gate and get coffee on the way.

The gateway to New England is not found on cobble stoned streets or within the duck boats on the Charles River. Instead, it’s found within terminal C inside Boston Logan International Airport.

With more than 4 million enplanements per year, Terminal C at Boston Logan Airport required a more robust, digitally-connected wayfinding system to combat growing airport and customer expectations. Challenges were many, including enhancing traveler awareness and engagement at the retail level while delivering an improved ability to navigate the terminal and find gate and flight information with as little ambiguity as possible.

Delivering on the promise of fast-changing customer and traveler experience expectations, we developed a self-learning recommendation engine, serving back real-time concession recommendations based on prior collective input from user-profiles and past selections.  Information provided can be translated into five languages (Spanish, Portuguese, Mandarin, Farsi, English) and helps travelers make the best use of their time and discover new products, services, and experiences related to the terminal.

Applying a combination of strategy and design while being privy to wait and dwell times, we created a user experience that respects the most prized metric of all, our user happiness, and the brand equity we can instill in them.

In partnership with OpenEye Global, we are creating new and more efficient ways to connect travelers to information that will provide a more holistic experience.

Lu Silverstein: Vice President, Innovation and Technology

Project Spotlight