RIXPLORE
Transforming Airport Waiting into Exploration
Overview
Methodology
Challenge
Value/Impact
Solution
Service:
Service Design
Social Research
Client:
Riga Airport
Riga, Latvia
Year:
2024
Team:
Agata Kowalska, Eline Zile
Besjan Haziri, Timea Izsak
Xavier Jones
RIXPLORE reimagines the pre-boarding experience at Riga International Airport by transforming waiting areas into engaging cultural, natural, and networking zones. The goal was to enhance passenger satisfaction and emotional experience through spatial and digital interventions.
The project followed the Double Diamond process - Discover; Define; Develop; Deliver - integrating service design and UX approaches:
RIXPLORE proposes an experience trail that transforms passive gate areas into interactive spaces of exploration and engagement. The concept introduces three interconnected hubs - Culture, Nature, and Networking - designed to address the lowest-rated aspects of airport experience: engagement (3.55/5) and gate areas (3.83/5). Each hub offers a distinct way for passengers, especially solo travelers, to connect, relax, and explore Latvia’s identity before departure. Supported by a mobile app and physical map that guides users through activities and challenges, RIXPLORE creates a seamless link between physical and digital experiences, turning waiting time into a memorable and emotionally fulfilling journey.
Networking Hub
Nature Hub
Culture Hub
RIX Airport faced low passenger engagement and satisfaction within gate areas, which scored 3.83/5, and engagement, the lowest-rated emotion, at only 3.55/5. Over 50% of travelers were solo passengers who spent most of their waiting time on phones, feeling detached from their surroundings. The lack of emotional and cultural stimulation made the waiting experience passive and uninspiring. The goal was to transform these low-performing spaces into engaging, meaningful environments that foster connection, comfort, and a stronger sense of place.
Expected outcomes:
+15% satisfaction increase through improved engagement
1,000 m² of reimagined space utilization
Higher perceived airport identity and spending willingness
Discover
Develop
Define
Deliver
Current Goals
Desk Research Observations Interviews Surveys
RIX Airport Reports
Facilitation Crazy 8’s
User Flows
Solution Clustering
Word Definiting
Brand Development
Empathy Map Problem Tree Analysis
Persona Clustering
Pattern Define
Prototype
Field User
Testing
Visual & Product
Adjustment
Brand Refinement
Visual Ideation
The Problem
The Solution *Pitch
Goal: Turn waiting time into a meaningful and memorable experience.
Besjan Haziri
Portfolio 2025
