Accessibility at Heathrow.

Designing for accessibility beyond the screen, for end-to-end service experience at one of the busiest airports

In progress

Working with Publicis Sapient, I led UX on an accessibility initiative at Heathrow Airport in the UK. The engagement began as an open-ended effort to consolidate years of accessibility research into an actionable roadmap. As part of a cross-functional team spanning strategy, CX, UX and service design, this was shaped into a tangible UX direction, resulting in the concept of a personalised travel guide.

From a UX perspective, the work focused on defining and prototyping a pre-travel questionnaire that captures passenger’s support needs and translates them into personalised guidance across the airport journey- aligning airport operations, airlines, and accessibility services around a more coherent experience.

I led a UX and UI designer, and worked closely with accessibility CoE, content design, and service design to ensure the solution was usable, compliant, and aligned with the broader strategy. The personalised travel guide is now live and has been recognised as the first service of its kind at an airport, with the initiative also spotlighted in Heathrow’s 2025 Annual Report and 2026 accessibility investment programme.

A detailed case study is in progress.