Business Need:

Define, develop and gain customer adoption for new digital service


Creation of digital app to provide value added service to airport customers

Achieved Before EGC: 

Investment in many rewards and information apps with limited engagement


Building an app that travelers and others in community would see valuable


  • Identified unmet need for secure and easy delivery of baggage to and from airport
  • Co-creation partner also struggling to develop value added app for customer adoption
  • Peer support, sounding board and check ins during 9 month development process


  • Successful pilot of  baggage delivery app within 9  months of initiation in EGC
  • Confidence that rapid (agile) design, development and implementation is possible in large public sector organizations
  • Improved customer loyalty