Designing an airport super app
BLR Pulse is an airport super app that brings together connected services to
enhance the passenger experience and drive the digital airport economy
Client
BLR Airport
Domain
Travel Technology
My Role
Product Designer
Timeline
8 months (Sept 23’
May 24’)
Overview
Bengaluru’s Kempegowda International Airport (BLR) is redefining the airport experience by integrating diverse services into a single, seamless platform. More than just a transit point, BLR serves as a dynamic hub for retail, live entertainment, and dining experiences.
Since its launch in 2008, BLR has welcomed over 30 million passengers and is now on a journey to become one of the most digitally advanced airports globally.
Challenge
With the airport located two hours away from the city and unpredictable traffic, flying out requires meticulous planning and often causes anxiety about missing flights.
Additionally, the airport offers a range of services - including taxi, hotels, lounges, and food & beverage options - that need to be connected in an easily accessible platform.
THe problem statement
How might we be on the Pulse of
what passengers need?
It starts with the voice of the passenger
The team conducted airport Intercepts that helped get rich insights into passengers’ behaviour, their needs and points of frustration while travelling to and through the airport.
“I feel like I’m not in control the minute I step out of my home.”
“Booking a cab and getting one are two different stories.”
“Even when I reach the airport early, it’s not early enough.”
Armed with these insights, it became clear that not all airport needs are equal and they progress on an anxiety axis. We identified passenger needs - from anxiety relievers to experience enhancers.
😰
Pre-airport anxiety
Passengers lose their sense of control the moment they leave home, with no reliable mode of transport and unpredictable travel times
⏰
Time blindness
Limited visibility of wait times at check-in, security, and immigration creates anxiety
about missing flights
🧭
Terminal complexity
Navigating through the vast terminal to reach boarding gates becomes overwhelming, leading to unnecessary detours and time wastage.
🎟️
Fragmented experience
Scattered access to airport services and amenities prevents passengers from fully utilising what the airport has to offer
Mapping opportunities
We mapped the passenger journey from home to gate, uncovering opportunities for improvement and identifying key moments of truth that influence the overall experience.
Airport Essentials
Quick access to all the services & facilities
that are available at the airport.
Unified Booking Experience
One-stop shop for everything related to
your trip, from flights to duty-free to lounges.
Smart Travel Widgets
Quick-access to queue wait times and assured
airport cabs, eliminating pre-journey stress.
Flight at a Glance
Instant access to critical flight information
through a well structured flight card, putting
travel status right at passengers' fingertips.
Crafting the experience
Smart Travel Widgets
Dynamic service widgets that adapt based on flight timing and user location,
surfacing critical services & facilities when users need them most.
While at home
Reaching the airport
For a connecting flight
While arriving in BLR
Cultural Gateway
Digital guide to the airports unique installations,
connecting passengers to the cultural heritage.
Beyond Transit
Curation of dining, shopping, and entertainment options
to transform the airport to more than just a transit hub.
BLR Rewards
A loyalty programme for members and frequent travellers to stand a chance
to enjoy the perks that the airport offers across its services.
Terminal Directory
Quick access to airport essentials through an
intuitive directory with curated icons for
effortless navigation & identification.
Events by BIAL
Book tickets to events at The Quad, the airport's vibrant outdoor venue,
transforming the airport to more than just a pitstop, but a destination.
Airport Guide
A comprehensive departure guide with a
handy pre-flight checklist, ensuring you're
prepared for a smooth travel experience
without any surprises.
Impact
The website & app received a distinguished ⭐️ 5-star rating from Skytrax, a global authority in airport rankings. This accolade reflects the airport's commitment to excellence and positions it among the best in the industry.
Like what you see? Get in touch.
© 2025 Designed & Developed by Neel Shenoy
Last Updated: 6 April 2025