The Challenge

Terminal 4 is the largest terminal at New York’s JFK Airport, and the only privately-operated terminal in the United States. Covering nearly two million square feet, T4 is home to 34 airlines, has over 12,000 employees, and serves more than 21 million passengers each year. Customers, businesses, and staff were not being served by a useful digital resource.

We saw the opportunity to create a centralized platform for passenger, visitor, and corporate audiences, in a delightful and informative experience which embodies the friendly, new brand Base Design developed for Terminal 4.

The Process

We conducted extensive user research to analyze the needs of visitors to the Terminal 4 website, and compiled it into a list of through-lines that would guide us as we structure the experience. We realized that most users would be trying to quickly reference information at home before their flight, track their friends and loved ones, and get quick information from within the terminal. We designed the site to suit.

The terminal itself was and is receiving innovative updates, but their old online presence was old and lacking in information and functionality. The terminal needed something to guide its customers, and reflect their warm and fun brand voice. We imagined a destination that not only served passengers, but drew interest from an even wider audience.

The Result

We created a new digital experience for T4 and its parent company, JFKIAT, based on deep research into site audience and business stakeholder needs. What resulted is a thoughtful experience that supports users of many types, while always offering something beyond the answer to your question. The new site reflects T4’s mission to “Guide & Delight” – offering assistance with personality and a smile.