Heathrow One_
Heathrow One_
With 90 million travelers, 90 airlines, and countless shops, Heathrow Airport was a maze of disconnected systems. The Heathrow One project unified these into a seamless journey, powered by CRM data and dynamic APIs.
The Challenge
Heathrow Airport, with 90 million annual travelers and fragmented digital systems, needed a scalable mobile and wearable solution to unify passenger services—ranging from navigation and flight info to shopping and real-time updates—into one intuitive, always-on experience.
The Insight
Travelers were overwhelmed by disjointed airport touchpoints and lacked confidence navigating terminals under time pressure. By leveraging location and itinerary data, Heathrow could deliver contextual, predictive support—reducing friction and increasing engagement at key moments.
The Solution
We rebuilt Heathrow’s CX+WX from the ground up. The mobile and wearable apps became context-aware travel assistants—delivering personalized navigation, live updates, and smart retail prompts. Features like Live Activities and Dynamic Island made the experience seamless, timely, and genuinely useful at every stage of the traveler journey.
The Heathrow One HX delivered strong, measurable impact across user satisfaction, operational efficiency, and commercial performance. The app maintains a 4.8-star App Store rating, with travelers consistently praising its intuitive design and real-time features like Live Activities.
The app drove a 25% year-over-year increase in revenue in-terminal and a 40% improvement in conversion rate, fueled by personalized navigation, contextual prompts, and integrated retail experiences. It has since become core to Heathrow passengers’ journey, and a benchmark for mobile travel innovation.
