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Traveler Experience
Environmental Design


Virgin has captured a loyal customer base by reinventing the in-flight experience: engaging, innovative, multi-sensory, and highly designed.

Our objective was to echo Virgin’s in-flight successes on the ground, by designing engaging, relaxing, unexpected, and delightful moments in the traveler’s journey from ticketing to boarding. Our presentation encompassed all customer touchpoints, and introduced principles, language, new brand pillars, and visuals that clearly articulate a point of view for the environment.

The process used for this project involved crafting and storyboarding a customer journey, and creating a common language that the client could use to talk about their brand as it moved into an environment. We then provided visual examples of experiences, plans, and materials that allowed Virgin to “own” the experience as they developed their new terminal (T2) in San Francisco.