"Digital experience is how our passengers interact with our digital channels, like our website, social media and in-terminal kiosks. We want passengers to use our channels in a holistic way as they travel to, from and through the airport. We want each channel to feel like part of a larger system, providing consistent service and information that our passengers need.
"This week is exciting because we launched our new torontopearson.com website, which is the foundation of our digital experience. People expect digital channels to meet their needs—whatever that is—at any given time. The best way to find out what someone needs is to ask them, so we did just that. Working with our partner, Habanero, we conducted extensive user research with passengers and stakeholders to find out what they want and need. That research showed us what common questions we should answer, like how to get better flight information or where to eat in the airport.
"One way we met this need is with our new flight detail pages. Passengers can find their specific flight and get step-by-step directions through the airport. They can see when they’ll be going through security or customs, and what services and restaurants are available around them. They can even sign up for SMS or email notifications for their flight.
"We’ve also created an area on the site called What’s Happening. We use it to tell the story of the airport, connect with our passengers, users and readers, and inform people about what’s going on at and around the airport.
"Our new website is also fully responsive, mobile-friendly and is built to be fully accessible to meet the needs of all of our users. I’m incredibly proud of all my colleagues who spent countless hours bringing the website to life.
"The biggest challenge of working at an airport is the operational reality. You can have an idea of how your day will go and then a storm hits and everything changes. You need the flexibility to be able to communicate in real time about those operational issues and try to minimize the impact on our passengers. Working at Pearson, no day is the same, and I enjoy that. I like the challenge."
- Erik, Manager, Digital Experience, GTAA