A colourful wayfinding redesign at El Dorado Airport

Making passenger experience colourful.

In the dynamic world of international airports, ensuring passengers’ journeys are smooth and stress-free is of paramount importance. At El Dorado International Airport (BOG), we embarked on a transformative mission – an all‑encompassing redesign of our wayfinding system, blending the perspectives of passenger experience and operational efficiency.

The vision: a colourful revolution

Our objective was both clear and profound: to streamline passengers’ navigation through the airport while enhancing their experience. The concept of colour-coded wayfinding became the cornerstone of our transformation.

At the heart of this change was the division of the airport into distinct zones where each vibrant colour is represented by a scheme. International concourses are bathed in a soothing shade of blue, identified by letters A and B. National concourses welcome passengers with a vibrant orange, symbolised by Letter C, and a refreshing green with Letter D. Upon arrival, passengers simply follow the colour corresponding to their destination -– national or international.

The benefits of change: a seamless transition

Transitioning from a purely numerical system to an alphanumeric nomenclature complemented by colours has brought numerous advantages for both passengers and airport personnel:

• Clarity and ease of orientation: alphanumeric characters, combined with colours, inherently offer greater intuitiveness and memorability rather than simple numerical labels. This enhances passenger orientation, reducing the likelihood of confusion or wandering confusedly within the airport.
• Swift identification: Alphanumeric codes and colours enable passengers to swiftly locate their gate or waiting area, particularly valuable in large airports with numerous boarding gates.
• Additional information: Alphanumeric characters provide space for supplementary details, such as the associated airline, destination, or terminal, aiding passengers in gaining a better grasp of their location.
• Enhanced flexibility: Alphanumeric nomenclature is inherently more adaptable and scalable, allowing for specific codes to be assigned to different terminals, boarding gates, or airport areas, facilitating future expansion or reorganisation.
• Brand consistency: Implementing a uniform alphanumeric and colour-coded system across the airport has allowed us to establish a coherent and recognisable brand. This consistency aids in airport promotion and elevates the passenger experience.
• Improved safety: In emergencies or evacuations, alphanumeric and colour-coded nomenclature can be understood and communicated swiftly, contributing to a more efficient and secure response.
• Operational efficiency: For airport personnel and airlines, alphanumeric and colour-coded nomenclature streamline operations, gate assignments, and flight co-ordination.
• Enhanced passenger experience: Ultimately, improved clarity and orientation within the airport lead to a more pleasant and less stressful passenger experience, bolstering the airport’s reputation and fostering customer loyalty.

El Dorado International Airports’ colourful wayfinding. Credit: BOG.

A seamless transition

Implementing such a transformation required meticulous planning and effective communication. The most significant challenge was changing the wayfinding and boarding gate signage without causing disruption to our passengers.

Our approach involved a double-layered information strategy. New signage with updated information was placed beneath a provisional “skin” displaying the old information. This concealed transition ensured passengers did not become confused during the change. Simultaneously, all airport systems, both internal and external, gradually transitioned to the new nomenclature.

We designated a “zero” change point, which took place overnight. During this process, we removed the provisional “skins,” revealing the new color‑coded nomenclature, and simultaneously activated the updated airport systems. From the passengers’ perspective, this transformation occurred overnight, lasting only six hours. Our dedicated team of information assistants were deployed throughout the terminal to guide and support passengers during this transition.

The comprehensive approach to passenger experience enhancement

Behind the scenes of our wayfinding redesign, a comprehensive strategy unfolded, addressing not just signs but every aspect of the passenger journey.

• Human-centric design: Our commitment to passenger-centric design guided our every move. We engaged with frequent flyers, occasional travellers, and even those who had never flown before. Their input shaped our vision, recognising that colour‑coding wasn’t merely a visual choice but a means to connect with passengers on a deeper level.
• Collaborative planning: The success of our redesign relied on collaboration. We partnered closely with airlines, security agencies, and airport personnel to ensure a seamless transition. Involving all stakeholders allowed us to address concerns, share insights, and align our goals.
• Technological advancements and streamlined information access: We strategically placed cutting‑edge video wall displays throughout the airport to provide passengers with real-time flight updates, gate changes, and essential information. This smart distribution reduced stress and uncertainty, ensuring a seamless and hassle-free experience.
• Customer feedback loop: Our commitment to continuous improvement led to the establishment of a customer feedback loop. We actively encourage passengers to provide feedback on their experience, whether positive or negative. This invaluable input guides our ongoing efforts to enhance what the airport offers.
• Training and development: Our staff underwent extensive training to adapt to the new wayfinding system. We emphasised the importance of excellent customer service, ensuring that every passenger interaction was positive. This commitment to training and development fosters a welcoming and efficient airport environment.
• Future-ready: Our wayfinding redesign isn’t just for today; it’s for the future. We built our system with scalability in mind. As the airport continues to grow and evolve, our wayfinding can easily adapt to accommodate changes, further ensuring a seamless passenger experience.

The results have been exceptional. Passengers now experience a smoother journey through El Dorado Airport, thanks to our well thought-out wayfinding redesign. By prioritising clarity, colour-coding, and strategic planning, we have significantly enhanced the overall travel experience for our customers, ensuring their time at the airport is both efficient and enjoyable. This transition, from a purely numerical to an alphanumeric nomenclature complemented by colours, has profoundly boosted efficiency, safety, and the overall passenger experience at El Dorado Airport. As we reflect on this remarkable transformation, we eagerly anticipate the future and remain steadfast in our commitment to innovation and enhancing the passenger journey in the years ahead. 

About the authors – Victor, Martha and Kleyton

C: BOG.

Victor Alfedro Sanchez Messier
Victor, with 13 years of experience in airport operations, serves as the Director of Customer Experience and Service at El Dorado International Airport. His leadership has streamlined processes, enhanced passenger satisfaction, and solidified the airport’s world-class reputation.

C: BOG.

Martha Puerto Prieto
Martha is an expert in service management, with a 17-year career in the airport sector. She currently works as the head of passenger terminals at El Dorado airport, the most important in Colombia. Her work focuses on optimising the efficiency of airport processes and ensuring customer satisfaction through continuous improvement of service quality.

C: BOG.

Kleyton Peixoto Mendes
Kleyton is an experienced airport operations leader with more over 16 years of experience, working directly for several airports in South America. His leadership is focused in generating value through operation efficiency, focus on customer service and business growth. Currently he is the Chief Operations Director of El Dorado International Airport, in Bogotá, Colombia.