✦ Challenge
Riga International Airport (RIX) faced low customer satisfaction in its gate areas, with passengers describing them as impersonal, dull, and disconnected from the surrounding culture. Solo travellers—42% of all passengers—were particularly disengaged. RIX aimed to improve the experience while encouraging longer dwell time and increased spending.
This was a four-month design project developed in collaboration with RIX as part of the Service Design Strategies and Innovation (SDSI) master’s programme.

✦ Approach
We began with secondary research, analysing airport performance reports and travel trends, followed by qualitative interviews and a passenger survey. Key insights included a widespread sense of disconnection and boredom, with passengers craving calm, comfort, and local character—especially solo and bleisure travellers.
To explore solutions, we facilitated a co-creation workshop with RIX staff and local travellers. Three thematic anchors emerged: nature, culture, and connection. These shaped our concept of the Rixplore Trail—a set of physical and digital touchpoints guiding passengers through meaningful content and experiences during their wait.
We prototyped a paper trail map, interest-point signage, and app mockups, then tested the concept with 16 travellers in situ at the airport.

✦ Outcome
Concept: An exploration trail guiding travellers through three thematic hubs—each blending local stories, spatial design, and passenger comfort
Testing: 90% of participants found the trail engaging; feedback led to refinements in wayfinding and interaction design
Roadmap: A phased implementation strategy for RIX, with integration into the future terminal expansion and planned Airport City

✦ Methods & Deliverables
Methods: Qualitative research, co-creation workshops, service blueprinting, prototyping, field testing
Deliverables: Passenger personas, trail map prototype, signage mockups, mobile app concept, rollout roadmap
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