The Challenge 

Adelaide Airport (AAL) identified a need to improve the tenant experience. Tenants lacked a single, organised place to access critical information, manage lease details, log maintenance requests, or stay informed about airport updates. This fragmentation was creating dissatisfaction and operational inefficiencies. 

Our Approach 

Our goal was to design a solution that directly addressed the validated needs of the airport's tenants. 

• Validating Requirements: We built upon AAL's internal analysis by conducting external research with tenants to validate and enrich the requirements for a new portal. This ensured the final solution would be truly tenant-centric. 

• Solution Discovery & Prioritisation: We clustered the combined requirements into key themes—such as 'Access to Information', 'Enquiries & Requests', and 'Future Planning'. These were then ranked by priority and desirability to guide the technology selection process. 

• Future-State Design: Based on the prioritised needs, we designed a comprehensive, user-friendly Tenant Portal. The design provides a dashboard-based central hub for all tenant interactions, from viewing alerts and managing maintenance to accessing a contact directory and community updates. 

The Impact 

The result is a clear, evidence-backed design for a Tenant Portal that directly solves the key pain points of the tenant community. The proposed solution provides AAL with a pathway to significantly improve tenant satisfaction, streamline communication, and create a more connected and efficient airport ecosystem. 

Services Delivered: 

• Tenant & CX Research 

• Requirements Gathering & Validation 

• Solution Design & Discovery 

• UI/UX Design 

• Business Case Support