Heathrow Terminal 2


Customer experience design


Client: Heathrow - Grimshaws

Our role

Active Thinking developed an innovative passenger experience that was also beneficial to 35 different operators. Customer insight analysis, workshops, process analysis and proving trials all led to creation of a great experience. This persuaded sceptical airlines of the benefits to their operational set-up, allowing the design process to accelerate and deliver change.

Significant business benefits were achieved; including a simplified M&E solution and earlier design certainty to reduce programme risk.


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Active Thinking used their impressive influencing skills to demonstrate the effectiveness of the new processes and convinced initially reluctant stakeholders to accept the model.
— Carol Lee, Head of Development, Heathrow
They were proactive, visionary and creative. A joy to work with.
— Arvind Garcha, Director, United Airline