Habanero creates a new digital passenger experience for Toronto Pearson Airport

Habanero is proud to announce the launch of the new TorontoPearson.com.

Serving over 47 million passengers a year, Pearson is Canada’s largest airport (in terms of total passengers) and North America’s second largest (in terms of international traffic). 

Extending the passenger experience

Even with this huge number of passengers, the Greater Toronto Airport Authority (GTAA), the organization that runs Pearson, has always focused on passenger experience. And as a result, passengers voted Pearson one of the Best Large Airport in North America for the second straight year in Airports Council International’s (ACI) 2018 Airport Service Quality (ASQ) program, the only global benchmarking survey that assesses passenger satisfaction at the airport on the day of travel.

The GTAA decided to turn their attention to their passengers’ digital experience and engaged Habanero to create an entirely new digital presence for the airport.

“We couldn’t be prouder to work with Pearson” said Ben Skelton, vice president of Habanero. “Having the opportunity to positively influence the experience of millions of passengers and the broader community was incredibly exciting for all of us at Habanero.”

The new digital experience

Based on a foundation of empathetic research, the new mobile-first website ensures that travellers know what to expect at every step of their journey, empowering them with the precise knowledge they need to make well-informed decisions.

Going beyond flight information, the website displays customized departure, arrival, and connections guides that detail the entire passenger journey through the airport. 

Passengers and members of the public can sign up for flight notifications that are delivered via email or SMS, ensuring that they always have up-to-date flight information and are alerted of any change. In addition, they can enter their destination beyond Pearson and the website displays the best transportation options based on their specific destination in Ontario. 

The website leverages a visually rich design that brings the wealth of restaurants, shops, and services at Pearson to life.

“Over the last seven years, we have focused on creating an entirely new food and beverage program at Pearson. We’re excited to be able to showcase the incredible dining experiences our culinary teams are creating for our passengers on this important channel.” Scott Collier, vice president of Customer and Terminal Services, GTAA

A collaborative approach

Habanero created Pearson’s multilingual digital presence on the Sitecore Experience Platform, Microsoft Azure, and Coveo. And we worked closely with Wipro, Pearson’s strategic IT partner.

“We selected Habanero because of their strong digital strategy, research, and experience design knowledge” said Martin Boyer, vice president and chief information officer, GTAA. “In addition, their Sitecore experience and proven track record of successfully launching mobile-first airport websites that run at scale was very important.”

A significant focus was placed on inclusivity and accessibility, ensuring that everyone has a great experience at Pearson. OCAD University’s Inclusive Design Research Centre was engaged to ensure the site wasn’t only beautiful, but also accessible.

Becoming the best

The new site also emphasizes the value of the airport and its benefit to its neighbours, Ontario, and Canada.

According to Hillary Marshall, vice president, Stakeholder Relations and Communications, GTAA, This updated digital experience is a key step on our journey to become the best airport in the world and demonstrates how you can count on Pearson to communicate in a way that is relevant, accessible, and available anywhere.”

And when asked about working with Habanero, Hillary commented, “Habanero was an exceptional partner, working closely with our team throughout this incredible journey.”

Visit the new TorontoPearson.com.

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