Background The rebuilding of Terminal 2 at Heathrow was central to changing the perceptions of the airport. During the first phase of development the design process had stalled because the stakeholders had not agreed how the passenger experience would work. This was leading to delays, increased design costs and deteriorating stakeholder relationships.
Our role Active Thinking were invited to develop a passenger experience for the pier acceptable to all 35 stakeholders. In doing so, we had to address many issues raised by the client and architects that needed to be resolved for the design process to proceed.
Customer insight analysis, workshops, collaboration and proving trials all led to the development of an agreed passenger experience for all stakeholders. Ensuring that initially skeptical airlines were aligned with the vision and business benefits to their business model, allowing the project to proceed successfully.
Outcome Capital spend reduced by £70M. Airline operational costs reduced in phase 1 by £2M. M&E solution simplified resulting in lower capital costs. Design costs reduced by 15%. Design certainty achieved earlier; reducing programme risk.