Spatial – Air New Zealand
Since 2008, our team members have developed considerable experience in the planning and design of airport terminal check in environments and the associated customer experience for Air New Zealand.
Through a relationship that began in late 2007 with award-winning work like ‘Project Kingfish’ – Air New Zealand’s world leading transformation of airport terminal check in environments – key CPRW team members have been involved in the design for all front of house check in environments since that first project.
These works span the length and breadth of New Zealand and encompass all ports where Air New Zealand has had a presence over the past 9 years. CPRW have recently completed projects in Auckland, Wellington, Christchurch, as well as multiple regional ports in relation to terminal refurbishment and new build terminal developments.
Product design has featured in many projects, with designs for a variety of items from scanner housings, baggage induction consoles, mobile disrupt units, to furniture and rubbish bins.
The majority of work is undertaken in live airport terminal environments that must also maintain a full service offering for Air New Zealand customers. Therefore, design solutions which facilitate a kit of parts approach, together with the ability to fabricate as many components as possible off site have been one of the key contributors to the success of these projects.
Any physical environment facilitates the external expression of the internal brand (and culture) of an organisation through a combination of the services, products and customer experiences offered. In order to better facilitate an enhanced experience for all guests travelling with Air New Zealand, the success of the check in environment is the sum of all its parts. From the UX at the kiosk interface, to the helpful Customer Service Agent, to signage / wayfinding, and spatial design, this well coordinated blending of disciplines ensures that there is a positive impact on the overall Customer Experience.