Overview

Deepend helped Adelaide Airport define a tenant-centric digital portal by validating user needs, prioritising requirements and designing a clear future-state experience. The proposed portal brings critical information, requests, alerts and community updates into one dashboard-based hub.

The Challenge

Adelaide Airport identified a need to improve the tenant experience. Critical information, lease details, maintenance requests and airport updates were fragmented across different channels, creating dissatisfaction and operational inefficiency.

The Opportunity

A centralised tenant portal could create a single point of access for information, requests and updates while improving consistency across tenant interactions.

Our Approach

Deepend built on Adelaide Airport’s internal analysis by conducting external tenant research to validate and enrich the portal requirements.

Combined needs were grouped into themes including Access to Information, Enquiries & Requests and Future Planning, then prioritised by desirability and importance to guide future technology selection and design.

What We Delivered

• Tenant and customer experience research
• Requirements gathering and validation
• Needs clustering and prioritisation
• Solution discovery
• Future-state portal design
• Dashboard-based UX concept
• UI/UX design
• Business case support

Impact

• Created a clear, evidence-backed design for a future Tenant Portal
• Defined a central hub for tenant information and interactions
• Established prioritised requirements to support technology selection
• Provided a pathway to streamline communication and improve tenant satisfaction
• Created a foundation for a more connected and efficient airport tenant ecosystem

Problem & Insight

The core issue was fragmentation. Tenants did not have one organised place to access critical information, manage common requests or stay informed about airport activity.

External tenant research helped validate Adelaide Airport’s internal assumptions and ensured the future solution was grounded in real tenant priorities.

Strategy & Experience Design

Deepend translated the research into prioritised experience themes and designed a dashboard-based portal that could bring multiple tenant interactions into one place.

The future-state design included access to alerts, maintenance requests, contact information, community updates and other tenant services through a clearer, more consistent experience.

Technology & Delivery

The engagement focused on defining the right requirements and experience before committing to technology.

Prioritised needs were used to inform future technology selection, reducing the risk of choosing a platform before the tenant and business requirements were clearly understood.

Results

Deepend delivered an evidence-backed portal concept and a prioritised set of requirements that gave Adelaide Airport a clearer pathway toward implementation.

The work established a strong foundation for centralising tenant interactions and improving communication across the airport ecosystem.

Frequently Asked Questions

What problem was Adelaide Airport trying to solve with the Tenant Portal?

Adelaide Airport wanted to reduce fragmentation across tenant information and services. Tenants lacked a single place to access critical information, manage requests or stay informed about airport updates.

How did Deepend research the Adelaide Airport Tenant Portal?

Deepend built on Adelaide Airport’s internal analysis by conducting external research with tenants to validate and enrich the requirements for the future portal.

What features were included in the future Tenant Portal design?

The future-state design centred on a dashboard-based hub for tenant interactions, including alerts, maintenance requests, contact information, community updates and access to key information.

How were Tenant Portal requirements prioritised?

Deepend grouped the combined requirements into themes such as Access to Information, Enquiries & Requests and Future Planning, then ranked them by priority and desirability.

Was the Adelaide Airport Tenant Portal already implemented in the case study?

The case study focuses on research, requirements validation and future-state portal design. It describes a pathway to implementation rather than publishing quantified post-launch portal results.