How Vancouver Airport used design thinking to create an award-winning website experience

More and more communicators are being asked to move beyond traditional communication channels and craft connected experiences for their audiences across all brand touchpoints.

The leadership team at Vancouver Airport Authority tasked the communication team with the challenge of connecting the Vancouver airport’s renowned in-person experience with their vision of the future and translate that into a compelling digital experience. Presenter Mallory O’Connor, a key player on the YVR team, shares the vision, research and stakeholder consultation techniques they used to create the award-winning digital experience. The presentation explores how to the team worked closely with communications leads, audiences, and stakeholders organization-wide using design-thinking techniques to bring together online and offline touchpoints to create an exceptional digital experience.

In this session, you’ll learn how to:

  • Connect the dots between online and offline experiences.
  • Learn and apply human-centered research techniques to get into your audience’s shoes.
  • Build a vision with key stakeholders using visual storytelling and empathy.
  • Leverage iterative design and design-thinking to test and refine experiences.

TrackLeadership and Strategy
Career level: Strategic adviser
Date and time: Monday, 4 June, 12 p.m.

Presenter / Mallory O’Connor / Canada helps enterprise clients create great experiences. She works with people inside organizations to create compelling changes to strategies, tools, systems, culture, and ultimately, experiences. Building on more than 18 years in the field of user experience, she works with clients to solve enterprise problems using collaborative techniques from the service and experience design perspective. She is a frequent conference, webinar, and event speaker, and a past IABC World Conference presenter.