Information Architecture

Information Architecture Redesign for SCL International Airport

Optimizing Nuevo Pudahuel’s Website: How a restructured content framework resolved technical debt and streamlined navigation for millions of passengers and visitors.

VINCI Airports, a subsidiary of the global VINCI Group, is the world’s leading private airport operator, managing over 70 terminals across 14 countries in Europe, Asia, and the Americas.

The Business Challenge

In 2015, when Vinci Airports assumed management of Santiago International Airport (SCL), they inherited a fragmented and technologically obsolete web presence that failed to meet international concession standards.

The strategic objective was to transform the website into an efficient service and information tool, prioritizing accessibility and seamless multi-device navigation.

The diagnostic phase identified three critical gaps in the user experience:

  • Technological Obsolescence: Dependency on outdated Flash (SWF) components.
  • Incoherent Architecture: A confusing information structure that made it difficult for passengers to locate critical data.
  • Rigid Layout: Lack of a responsive design, preventing users who needed immediate access through mobile devices.

My Approach and Process

As the Lead Information Architect of this project, my focus was on migrating from a static website to a service-oriented platform validated by research and global standards.

  1. Discovery and Benchmarking

    I analyzed several world-class international airports in order to implement validated design patterns to optimize the new website’s usability and accessibility.

  2. Content Optimization

    After performing an exhaustive content inventory to filter out irrelevant data, I redesigned the information hierarchy; prioritizing flight tracking and service directories to streamline the journey for passengers in transit.

  3. Wireframing and Prototyping

    I developed responsive wireframes and interactive prototypes for both the public and corporate platforms in Spanish and English. This process was key to validating the new architecture in a navigable environment, mitigating technical risks, and ensuring the technological migration translated into a fluid and efficient user experience.

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    Impact and Results

    The website’s redesign modernized Nuevo Pudahuel’s digital identity and delivered a robust infrastructure that resolved the operational issues left by the previous administration:

    Technological Modernization

    Eliminated legacy components completely, achieving 100% cross-browser compatibility and seamless performance across all modern devices.

    Improved Accessibility & Navigation

    Achieved a perfect accessibility score while restructuring content architecture to accelerate service access and reduce user effort.

    Mobile-First Responsive Layout

    Implemented a fully adaptive interface, delivering a consistent navigation experience for passengers across smartphones, tablets, notebooks, and desktop computers.

    Commercial Impact

    Empowered passengers with clear flight information, optimizing wait-time engagement and driving higher Duty-Free and dining conversions.