We recently worked on shaping the creative for a major milestone in Heathrow’s Terminal 4 transformation: the closure of multi-storey car park 4 and transition to a new operational model. Grounded in a narrative of transformation and progress, the project focused on translating complex infrastructure change into simple communications.
The challenge was not just about communicating change. It was about creating a suite of clear and consistent assets that would support passengers navigating new journeys, Heathrow colleagues and operational teams, and third-party staff and airlines.
This involved creation of a communications toolkit for airline and third-party company use and distribution, operational readiness infographics for Team Heathrow staff, a number of animations reflecting changes to process, as well as FAQ documents to ensure clarity for each audience, from families and business travellers to staff and assistance teams. The assets continue to support the rollout of new passenger experiences, including Park and Ride transitions and updated forecourt operations. The outcome was cohesive content to ensure all audiences fully understand the changes, adapt quickly and continue delivering a smooth experience.
Senior Business Partner at Heathrow, said:
“Thank you for all the support you have given us throughout the creative design journey for this project. This has not been the easiest of projects to work on as the direction of travel has changed several times. It has been a real test of everyone’s resilience as we’ve work through the design requirements and subsequent updates for multiple products. The range of communication assets we’ve collaboratively created look great and will make a real difference to our passengers’ (and colleagues) Terminal 4 experience and journey.”
