Knowing about factors that can affect their business or leisure trip is a key priority for passengers who travel through the Indianapolis International Airport (IND) -- and the Indianapolis Airport Authority has taken that feedback to heart in launching its new IND website.
The site, which went live Feb. 23, puts priority travel and terminal information front and center for passengers. The IAA used information from internal stakeholder interviews, customer surveys, Google Analytics and user testing to influence the development and launch of the new site.
“The collective feedback helped us hone in on how the site needs to function to give travelers the best experience, and to ensure the information is clearly accessible across multiple devices,” said Mario Rodriguez, executive director of the IAA. “Our online presence is a significant interface with the public, so it’s a crucial part of our customer-service focus.”
Today, more than 2,000 users visit the IND site daily, with flight status and parking sections of the site receiving an aggregate 77 percent of the total IND online traffic. The original IND website predates the new terminal, which was built eight years ago, before smart devices were widely prevalent.
In developing the new site, feedback indicated that travelers consider flight status, parking and ground transportation as the highest priority information they look for on the IND.com site. The IAA also has made car rental information, the most-searched-for term on the IND site, more readily accessible. In addition, dining, shopping, and airport services are detailed in a highly visual and searchable way, compared to the previous site.
Formerly the IAA business information was front and center on the prior site, with passengers’ most-preferred information available via an IND branded microsite. All routes now access the site first and foremost to passenger-priority information, whether users are coming from indianapolisairport.com or IND.com. The new site will also host a “breaking news” section which the IAA can use to inform passengers of events, programs, and travel-related alerts.
The new site also provides easier access to relevant information regarding available business opportunities at the airport, the IAA’s supplier diversity program, and career and job information for those looking to join the Indy airport’s culture of world-class customer service.
