Cementing leadership in passenger experience.
In 2019, Vancouver International Airport (YVR) celebrated a record-breaking victory being named “Best Airport in North America” by the Skytrax World Airport Awards for its tenth consecutive year. Despite its relatively small size compared to other hubs, YVR prides itself as a global leader in airport innovation. Its combination of quintessential Canadian hospitality with industry-leading travel technology was recognized by millions of international travelers during the 2010 Vancouver Olympics and Paralympic Winter Games. A decade later, YVR wanted to fortify—and augment—its foothold on exceptional passenger experience. The airport partnered with Teague to think beyond the status quo and take its innovation program to the next level.
While the broader ask was to provide insightful investment guidelines, deeper research and strategy needs inspired a vital subset of deliverables to kickstart the innovation program’s next iteration—and future iterations to come. The team wanted a strategy to expand and build upon, not a static report destined to collect dust the following year. A “living” repository of knowledge, a technology forecast, and a detailed playbook to provide a lasting approach to business and innovation strategy would help ensure YVR’s success in setting a global standard.