Terminal Operations
Management Portal

Business Case

Business Problem

Airport terminal operations involve coordination between multiple departments, service providers, and operational teams. Previously, many internal processes such as employee scheduling, permit requests, space allocation, and operational reporting were managed through manual workflows or separate systems.

• This created several operational challenges:
• Manual request submission and approval processes
• Limited visibility across operational departments
• Inefficient coordination between teams
• Difficulty tracking operational requests
• Lack of centralized operational data

To address these issues, the airport initiated a project to develop a centralized operations management portal that would streamline workflows and improve operational transparency.

Our Scope

Our team was responsible for designing the user experience and interface architecture for the portal.

• The scope included:
• UX discovery and stakeholder workshops
• Workflow mapping for operational processes
• Information architecture for the multi-module system
• UX design for operational dashboards
• Request submission and approval workflows
• Role-based access and navigation structure
• Enterprise UI design system
• Interactive prototyping and design handoff to development

Solution

The portal was designed as a modular enterprise platform where different operational functions are organized into dedicated modules. This structure allows departments to access the tools relevant to their responsibilities while maintaining a centralized system for managing terminal activities.

• Workforce & Operations Management

The portal supports operational staff management and scheduling within airport teams.
Capabilities include:

• Employee roster management
• Shift scheduling and attendance tracking
• Operational team coordination
• Baggage handling team shift management and operational handovers

• Operational Request Management

Multiple internal request workflows were digitized through the platform, replacing manual approval processes.
Request workflows include:

• Work permit requests
• Photography permission requests within the airport
• CCTV review requests for investigations or operational reviews
• Material movement requests (material in/out)
• Vehicle access pass requests for restricted areas

Each request follows a structured workflow with status tracking and approval management.

• Commercial Operations Management

The portal also supports management of commercial activities within the airport terminal.
Capabilities include:

• Commercial and non-commercial space request management
• Retail sales monitoring for airport stores
• Daily sales data quality management
• Revenue tracking related to passenger charges, landing fees, and parking

Revenue tracking related to passenger charges, landing fees, and parking

• Passenger Experience Management

The system includes tools for collecting and managing passenger feedback to help improve service quality.
Capabilities include:

• Passenger experience surveys
• Self-service feedback collection
• Interview-based survey programs
• Centralized feedback monitoring

• Marketing & Campaign Management

Marketing teams can manage promotional campaigns through the portal
Capabilities include:

• Voucher generation for retail and F&B outlets
• Department-based campaign management
• Voucher review and approval workflows

Business Value

The Terminal Operations Management Portal created significant value for the airport by digitizing workflows, centralizing operational tools, and improving cross-department collaboration.

• Operational Efficiency

• Reduced time spent on manual approvals and paper-based workflows
• Streamlined shift scheduling, attendance, and operational request management
• Faster handling of requests such as work permits, vehicle passes, and material movement

• Improved Cross-Department Coordination

• Role-based dashboards allow teams to access relevant modules and collaborate efficiently
• Clear workflows reduce bottlenecks and ensure accountability

• Enhanced Data Visibility and Decision-Making

• Dashboards provide real-time insights into workforce management, commercial sales, passenger feedback, and revenue
• Enables management to make faster, data-driven operational decisions

• Standardization and Consistency

• Centralized design and modular interface ensures consistency across multiple operational modules
• Reduces training needs and simplifies platform adoption for staff

• Scalability and Future-Proofing

• Modular architecture allows for the addition of new operational functions or integration with other airport systems
• Supports the airport’s long-term digital transformation goals