When it came time to open up a new, word class terminal for International travel there was an opportunity to match the world class building and facility with a world class passenger experience. From the tearful hellos and goodbyes of loved ones, to the excitement of a new adventure and the comfort of a return home there are many moments that deserve to be savored. Our goal was to keep the anxiety and stress of finding a parking spot, getting through security, a customs interview, and navigating a maze of gates from crowding out those special moments.

The project had its own stress and anxiety to overcome as well - timeline was short and the building had been delayed once already. It was critical to open on time with the 5000+ people that would work in the facility ready to work seamlessly with the new technology, new processes, and new systems all in a new building. Over 13 months, across over 21 major projects in 4 different portfolios the J5 team orchestrated Agile delivery at an impressive scale.

Delivering on “effortless” experiences in an airport meant a target time for a passenger to park and move all the way through the check-in and baggage-drop, through security, through customs, and to the lounge or amenities area of the terminal in less than 30 minutes - all the while with intuitive interactions that require minimal instruction let alone confusion or frustration. We integrated 100s of elements that contributed to this experience including dynamic signage, targeted public address sound that kept the terminal quiet while still providing announcements right where they are needed, automated devices for the handling of baggage, and state of the art security scanning that relied less on slow human eyes.