Designing an Experience for 14
Million Passengers
Making International Travel Enjoyable and Easy
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.
INDUSTRY
Transportation
CLIENT
Calgary Airport Authority
WHY IT MATTERS
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.
PROCESS HIGHLIGHTS
J5 led a 13-month service design and agile delivery process to create a seamless experience for both passengers and staff.
Hundreds of touchpoints were prototyped, tested, and refined: from dynamic signage, automated baggage handling, to state-of-the-art security scanning.
Impact
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User Level
Passengers can move from parking to their gate in under 30 minutes, minimizing stress and confusion.
Signage, soundscapes, and digital systems guide travellers naturally without the need for heavy instruction.
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Employee Level
Over 5,000 airport employees were trained and ready to operate confidently in the new terminal from day one.
Streamlined systems and processes allow staff to deliver service with ease.
Freed from outdated tools and bottlenecks, staff can embody Calgary’s legendary hospitality,” creating a warm and welcoming environment for every traveller.
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Organizational Level
A successful on-time launch of a complex, multi-system terminal with no disruption to service.
Digital and physical experiences now operate cohesively, reinforcing consistent brand and operational excellence.
