Transforming the experience of 14 million people.
Client
Calgary International Airport
Sector
Non-Profit
Offering
Customer Experience
Challenge
When the Calgary Airport was preparing to open a new terminal for international travel, there was an opportunity to match their new, world class facility with a world class passenger experience. Traveling can be a stressful, and the Calgary Airport Authority wanted to change that, creating a process that made travel easy, from finding a parking spot, to getting through security and customs, to navigating gates.
This bold vision was matched with an equally bold timeline. The building had already been delayed, and it was critical for the terminal to open on time. That meant that the 5000+ employees would need to be able to work with new technologies, new processes, and new systems, all in a new building. J5 supported this large-scale change over 13 months, across 21 major projects in 4 different portfolios, orchestrating Agile delivery at an impressive magnitude.
Approach
Airports are places of connection where tearful goodbyes, joyful reunions, and the anticipation of new adventures converge. Yet, the practical realities of travel can overshadow these meaningful moments. Anxiety over long security lines or confusing wayfinding can take away from the things that make travel memorable. When Calgary Airport opened its international terminal, they invested in the things that mattered most for travellers, excitement, relaxation, and human connection.
Concept
When the Calgary Airport was preparing to open a new terminal for international travel, there was an opportunity to match their new, world class facility with a world class passenger experience. Traveling can be a stressful, and the Calgary Airport Authority wanted to change that, creating a process that made travel easy, from finding a parking spot, to getting through security and customs, to navigating gates.
This bold vision was matched with an equally bold timeline. The building had already been delayed, and it was critical for the terminal to open on time. That meant that the 5000+ employees would need to be able to work with new technologies, new processes, and new systems, all in a new building. J5 supported this large-scale change over 13 months, across 21 major projects in 4 different portfolios, orchestrating Agile delivery at an impressive magnitude.
Outcome
Airports are places of connection where tearful goodbyes, joyful reunions, and the anticipation of new adventures converge. Yet, the practical realities of travel can overshadow these meaningful moments. Anxiety over long security lines or confusing wayfinding can take away from the things that make travel memorable. When Calgary Airport opened its international terminal, they invested in the things that mattered most for travellers, excitement, relaxation, and human connection.
This image illustrates the complexity of designing an airport experience that works for everyone. It depicts a diverse range of passengers navigating the airport, including people with mobility challenges, families with young children, older adults, individuals with sensory sensitivities, travelers with luggage, and those requiring language or wayfinding support.
Impact
When the Calgary Airport was preparing to open a new terminal for international travel, there was an opportunity to match their new, world class facility with a world class passenger experience. Traveling can be a stressful, and the Calgary Airport Authority wanted to change that, creating a process that made travel easy, from finding a parking spot, to getting through security and customs, to navigating gates.
This bold vision was matched with an equally bold timeline. The building had already been delayed, and it was critical for the terminal to open on time. That meant that the 5000+ employees would need to be able to work with new technologies, new processes, and new systems, all in a new building. J5 supported this large-scale change over 13 months, across 21 major projects in 4 different portfolios, orchestrating Agile delivery at an impressive magnitude.
The solution
Airports are places of connection where tearful goodbyes, joyful reunions, and the anticipation of new adventures converge. Yet, the practical realities of travel can overshadow these meaningful moments. Anxiety over long security lines or confusing wayfinding can take away from the things that make travel memorable. When Calgary Airport opened its international terminal, they invested in the things that mattered most for travellers, excitement, relaxation, and human connection.
“This is not like adding a new concourse or even a few gates, it’s a whole new terminal.”
— Garth Atkinson, CEO of Calgary Airport Authority