Port Authority of NY/NJ

Approach:

• Conducted in-depth passenger research and operational analysis to understand needs, motivations, and service gaps.
• Developed wayfinding maps, passenger journey blueprints, and digital touchpoint strategies that informed terminal design decisions at Newark and LaGuardia.
• Facilitated workshops with Port Authority staff, airlines, and contractors to align teams around passenger experience goals and operational readiness plans.
• Produced a Concept of Operations for LaGuardia’s Terminal G expansion—connecting service design, technology upgrades, and day-one operations to longer-term transformation goals.

Results:

• Provided the Port Authority and its partners with a strategic framework to guide passenger services, digital infrastructure, and operational processes across phases of construction and expansion.
• Created tools and training resources to ensure seamless rollout of new facilities while building capacity for continuous improvement.
• Elevated passenger experience as a core metric of success—helping reshape how New York’s airports deliver safety, service, and satisfaction at scale.

Next:
The frameworks and operational guides developed with the Port Authority continue to inform phased terminal openings and future modernization efforts—building a resilient, customer-focused foundation for the region’s transportation hubs.

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