Ottawa Airport Authority

Customer-Driven Website Strategy and Requirements

The Challenge

The Ottawa Airport Authority sought to revamp their digital presence to better serve travelers and stakeholders. They required a structured, data-driven website strategy to ensure the new platform would align with their organizational objectives and customer needs before going to market for a development vendor.

What We Did

We partnered with their team to spearhead a customer-driven website strategy and define clear technical and operational requirements.

Engaged internal stakeholders using the "jobs to be done" framework to prioritize customer needs over technology features.

Analyzed existing website challenges, audience needs, and complex platform integration requirements.

Developed a comprehensive, vendor-friendly RFP detailing all necessary technical and operational specifications.

The Outcome

The project provided the strategic foundation and alignment necessary for a successful and cost-effective digital overhaul.

Clarity: Realigned the website's content strategy and core role to directly support broader organizational objectives and brand positioning.

Adoption: Established a user-centric digital strategy driven entirely by validated customer needs.

Efficiency: Streamlined the procurement process by arming the organization with a clear, highly detailed RFP, ensuring accurate and cost-effective vendor selection.

Ottawa Airport Authority

The Challenge

What We Did

The Outcome

Clarity: Realigned the website's content strategy and core role to directly support broader organizational objectives and brand positioning.

Adoption: Established a user-centric digital strategy driven entirely by validated customer needs.

Efficiency: Streamlined the procurement process by arming the organization with a clear, highly detailed RFP, ensuring accurate and cost-effective vendor selection.

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