Location: Portsmouth and Isle of Wight, UK
The only hovercraft passenger service in the world was being upgraded with a new craft and new thinking in the terminal buildings. Hovertravel commissioned us to support them in the development of their new hovercraft and set an entirely new benchmark for the hovercraft service & experience.
We developed a Passenger Experience Strategy for the terminal buildings that were characterised by the key themes of making travel quick, easy and engaging. In designing the service and experience, we used techniques such as journey mapping, experience principles and touchpoint interventions to understand user perspectives.
We also helped with the internal layout of the seating and luggage storage and used pedestrian flow modelling software to demonstrate that the operational objectives for boarding and unloading could be met. Our interior concepts for the craft had to align with the Hovertravel brand and provide a high level of experience for passengers.