Going fully native for Newcastle International Airport

Overview

Since our initial development of the Newcastle International Airport app in 2018, we have proudly maintained and enhanced it to meet evolving business needs and advancements in the digital landscape.  

The significant evolution in digital technology was a key driver behind our latest project for Newcastle Airport; a complete rebuild of the customer app. 

In 2023, Microsoft announced its acquisition of the cross-platform app development framework Xamarin, planning to integrate it into its updated .NET platform (read more in our blog article ). With the Newcastle Airport customer app being built using Xamarin, this prompted a crucial decision point; continue with a cross-platform approach or switch to native development. Read on to hear more about how we navigated this crucial product decision with the Airport team - and took the opportunity to revamp the app’s UX.  


The Challenge

We had two options: adopt the latest version of .NET for cross-platform development or opt for fully native apps. Each option necessitated a complete rebuild to transition the product to an updated tech stack. The cross-platform route offered development and cost efficiencies, while the native approach required more effort but promised better reliability, and the ability to leverage native iOS and Android features respectively, for an enhanced user experience. 

In weighing up the options for build approach, our focus was on delivering the best possible user experience whilst maximising ROI for the client’s investment. Together, we also viewed this as an opportunity to enhance app functionality and design, aligning it with current user expectations. Key improvements the Airport team specifically wanted  included enabling fully native booking and payment processes for ecommerce products like parking, fast track, and lounge services, and integrating Apple Pay and Google Pay. Additionally, they wanted the Eat, Shop & Drink section to work harder for them and showcase the Airport’s latest facilities.  

The Solution

Prioritising passenger experience, Newcastle Airport favoured a native rebuild to minimise reliance on internal weblinks, enhance the user experience, and provide a true native experience, which would be effortless for users. With confirmation of approach, our mobile teams scoped methods to leverage native frameworks from Apple for iOS and Google for Android.  

We collaborated with Newcastle Airport to refine the requirements for the Eat, Shop & Drink section through competitor analysis and user journey assessment. Data from Analytics guided our design decisions, and we created wireframes and high-fidelity designs in Figma for client approval before moving into development. 

With a clear backlog for both iOS and Android, we worked in agile sprints to iteratively build the app. Key improvements included: 

UI Revamp: Transformed the navigation, using respective best practice for iOS and Android, to focus on key journeys and give the user the ability to configure their own dashboard

     
  • Find Your Flight Functionality: Implemented a live flight data API allowing users to select their flight from the arrivals and departures board, adding a dynamically updated flight card to their dashboard 
  • Native Booking and Payment Journeys: Integrated with booking platform Chauntry’s API to facilitate in-app booking and payment 
  • Apple Pay and Google Pay: Enhanced the existing payment integration with NMI to support seamless payments using these options. 
  • Eat, Shop & Drink: Combined improved UI and updated imagery to provide a premium user experience showcasing the airport's offerings. 

The Outcome

Enhanced User Experience 

The app now delivers significantly enhanced user experience, putting customer needs first through the provision of key new features, combined with wholesale improvements to existing functionality.  

A Future-Proofed Product 

By updating the tech stack and building natively, the product is now future-proofed and will allow for greater stability, and more efficient forward maintenance which will in turn drive improved ROI. 

KPI Improvements 

Targeted changes to improve conversions and engagement 

In Conclusion

In supporting Newcastle International Airport with their decision to opt for native app development we were able to use the rebuild project to undertake a 360-degree review of the app, fully overhauling the UI, adding new and improved functionality, and championing CX across the user journeys.  

The native approach allowed us to apply the skill of our iOS and Android development teams, who were able to leverage platform-specific features to craft seamless user experiences and deliver optimised and superior performance.  

The investment is already generating a positive return, as seen through improved KPIs across the board.  

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