Elevating passenger experience and embracing sustainability for the future.
RIX Airport
SDSI
Service Design
Lead Service Designer
SDSI Team - House of Sparrows
Xavier Jones
Agata Kowalska
Besjan Haziri
Elina Zile
Svetlana Vihodceva
Timea Izsak
Client
Riga International Airport (RIX), the largest in the Baltics, opened in 1974 and has become a key hub for travel between Europe and Eastern Europe. It underwent significant modernization after Latvia gained independence in 1991 and expanded further following its entry into the European Union in 2004.
Today, RIX continues to grow, focusing on sustainability and passenger experience, aligning with EU energy goals through green initiatives, and planning to develop an airport city to enhance its operational capacity and position itself as a commercial and cultural gateway in the region.
During the academic year, my team, House of Sparrows, and others collaborated with RIX Airport. The Latvian airport is undergoing a major transformation. As the gateway to Baltic and Eastern European destinations, they’re focusing on a new approach to travel, aiming to meet EU Energy goals while introducing new developments, including an airport city.
Challenge
RIX Airport's main challenge is improving passenger satisfaction by addressing key issues such as long wait times, inadequate signage, and limited seating. Focusing on these areas will allow us to carry out a service design project that directly enhances operations and overall customer experience. Improving passenger satisfaction will lead to happier travelers and increased spending on retail and dining options, boosting revenue.
Methodology
In our work for RIX Airport, my team developed a structured plan for the process. We decided to use the double-diamond approach based on the initial information and desktop research available at the beginning stages.
This methodology allowed us to gain the insights needed to understand air transportation and the relationship between the city and culture for current or new Eastern European travelers.
Riga Airport is an international traffic hub that facilitates Latvia’s economic growth by providing seamless and safe connectivity to passengers and entrepreneurs and creating opportunities for employment and business development.
RIX Airport’s Vision
How might we help RIX create engagement for solo travelers of different generations because boredom affects their overall airport experience?
Solution
After conducting extensive research, observations, and surveys, we developed ideal personas and defined the market for solo "Bleisure" travelers. We innovated throughout the research process by allowing people to share about their culture, what stands out to them, and creating a connection to Latvia.
Furthermore, we engaged with the Latvian community to generate innovative ideas that helped us create a service dedicated to providing engaging experiences at RIX Airport. Our goal is to ensure that every moment becomes a cherished part of your journey.
Results
We were able to compile different ideas into one whole idea: a flexible trail at the RIX Airport, connecting hubs and encouraging exploration. This experience allows travelers to connect with people, nature, and Latvian culture, catering to individual needs and interests.
We also had to see how the people inside the airport would reflect on this idea. So, my team went to the airport to discuss the project, the solution to their boredom, and to envision the future of what RIX can look like. We not only received good responses, but also a positive reaction from the CEO of RIX Airport after our pitch to our idea.
The Future takes Flight!
RIX Airport revealed their developed version of our prototype to help build the space, presence, and connection to the culture of Latvia. This will be the first step toward a social future for RIX Airport.
