Virgin Atlantic

Minimising airport uncertainty through clear and coherent wayfinding

A user-centric wayfinding scheme that supports the customer journey, from arrival to departure, across Virgin Atlantic’s airport environments.

Virgin Atlantic needed a new wayfinding scheme for all customer-facing areas and staff offices globally. Taking a user-centric approach, we devised a scheme to ensure that every stage of the customer journey, from arrival through to departure gate, is supported by clear signage and guidance. As part of this process, we designed unique icons and information graphics, terminology and product, in addition to an independent design scheme for Heathrow departures. The end result is a comprehensive wayfinding scheme that helps passengers feel ‘reassuringly found’ in the airport environment, minimising the stress and uncertainty that can accompany the pre- and post-flight experience.

Client: Virgin Atlantic

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