Orlando International Airport (MCO)

The digital ‘Orlando Experience'

Sector
  • Aviation
Category
  • Automation
  • Communication
  • E-commerce
  • Scanning
  • Tickets
  • Travel
  • Wallet
Deliverables
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Elevated user experience

Orlando International Airport (MCO) welcomes over 57 million passengers annually, making it the busiest airport in Florida and one of the busiest in the United States. Known for its exceptional customer service, MCO was named 'Highest in Customer Satisfaction for Mega Airports' by J.D. Power, a leading market research company, in both 2017 and 2018.

Through its signature concept, The Orlando Experience, MCO aims to deliver a unique, stress free airport journey centered on hospitality, technological innovation, and modern amenities that reflect Orlando's vibrant spirit. To elevate this experience, MCO embraced an ambitious digital product strategy. In collaboration, we developed a mobile app for iOS and Android - now with over 749k downloads - to transform the traveler experience. Recently, we also redesigned and enhanced the entire website.

Smart, contextual messages

Indoor navigation

Real-time security wait times and parking availability

Personal travel assistant

The MCO app provides travelers with a comprehensive suite of features designed to make their airport journey seamless and stress-free. Real-time flight updates keep users informed about arrival and departure times, while security wait times help them efficiently plan their route through the airport. The Parking Availability feature not only allows users to reserve parking spots but also offers access to an interactive airport map highlighting all parking options, including valet parking, garages, surface lots, economy parking, cell phone lots, and hotel guest parking. This ensures travelers can easily find the perfect parking solution.

In addition, the app provides useful information for traveling to and from the airport, including directions and transportation options. Finally, users can access additional details about the airport and stay updated with the latest airport news, making their time at MCO as productive and enjoyable as possible.

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From real-time flight updates to interactive parking maps, the MCO app streamlines every step of your airport experience.

Website & rebranding

At the end of 2024, we took MCO’s digital strategy to the next level with a completely revamped website and a full rebranding of its apps. The result is a cohesive digital ecosystem with enhanced UX, centered around innovation and modern design. The website received an extensive update, featuring expanded functionality and a more intuitive design. This modernization aligned all digital channels visually and functionally, resulting in a consistent, improved user experience for travelers.

Visit website
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Designed for travelers, built for ease—MCO’s website now offers enhanced features and a seamless user experience.
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Navigate MCO effortlessly: from parking decks to departure gates, the app’s indoor wayfinding and positioning ensure a seamless journey.

Indoor wayfinding & positioning

Whether passengers are searching for their gate, favorite coffee shop, or parked car, the MCO app makes navigation throughout the airport effortless. Users can even see how many minutes away their destination is at a glance, ensuring a relaxed and confident airport experience. Stressful wayfinding is a thing of the past.

Implementing these features presented a significant technical challenge, as airports are not known for their straightforward layouts. To overcome this, we first mapped the entire airport, including all parking decks and gates. Thousands of Bluetooth beacons were then strategically placed, enabling the app to determine users’ locations throughout the airport, parking structures, and terminals.

 

Contextual messages

Traveling can be stressful, and a little assistance along the way can make a big difference. With this in mind, we developed smart contextual messages for the MCO app—intelligent notifications generated based on users' locations and flight information.

At home with an upcoming flight? The app reminds users to leave on time and shows the fastest route to the airport. At the airport, a notification alerts travelers when it is time to head to security. Upon landing back at MCO, the app guides users back to their parked vehicle with a notification that recalls its location. These smart features not only enhance travelers' experiences but also strengthen engagement with the airport by naturally highlighting amenities such as shops and restaurants.

Enhanced traveler experience

MCO's digital products have proven to be valuable additions to The Orlando Experience. They contribute to enhancing and optimizing the traveler experience and service delivery. Despite dependencies, fixed budgets, tight timelines, and a complex technical landscape, both the app and the website were successfully launched thanks to close collaboration and operational flexibility. The project was received positively by both our partner MCO and end-users, underscoring our ability to deliver high-quality solutions under challenging conditions. Together with MCO, we continue to innovate and maximize the potential of The Orlando Experience.

Want to learn more about these products?

Get in touch
Framna-Portraits-Stefan Smit
Stefan Smit Digital Consultant, Framna Netherlands