Digital Ambassador Annie Revolutionizes Customer Experience at Orlando International Airport (MCO)

Strategic Insights -

Orlando International Airport (MCO) has introduced a groundbreaking digital ambassador, Annie the astronaut, designed to enhance customer experience by reducing stress and anxiety during the security process. Launched in June by the Greater Orlando Aviation Authority, Annie is an immersive digital experience displayed across LED video walls at MCO's West Checkpoint. This interactive journey, created by Synect, features vibrant terminal scenes, over 100 original characters, and thousands of frames of high-end animation.

Key Takeaways:

  • Annie is an immersive digital experience focused on improving customer experience at MCO's West Checkpoint, offering real-time TSA wait times, 3-1-1 reminders, and divestment tips.
  • The digital ambassador shares engaging content, including themed "Easter Eggs" like a digital version of MCO's iconic carpet, on identical LED video walls featuring eight custom scenes, over 1,000 animated elements, and 100+ custom character models.
  • Annie's journey is powered by Synect's Passenger360 Digital Content Management System, which runs more than 2,100 digital displays across MCO's Terminals A, B, and C and the Train Station.
  • The goal of Annie's presence is to enhance the checkpoint experience, reduce stress, and positively influence passenger behavior with helpful, timely, and engaging content.
  • MCO continues to lead the way in using content strategy and technology to create meaningful airport moments.
  • Annie's Journey features airport-specific details, including native Florida trees, MCO's iconic carpet, and Synect's ReadySeeGo devices.
  • The digital experience is informative, uplifting, and distinctly MCO, according to Lance Lyttle, CEO of the Greater Orlando Aviation Authority.
  • Karla Carman, senior manager, wayfinding and signage, at Orlando International, stated that the collaboration with Synect demonstrates how wayfinding can transcend function to become an experience, blending placemaking with real-time information.

Statistics:

  • Annie's Journey includes over 1,000 animated elements and 100+ custom character models.
  • More than 7,200 rendered frames were built in Maya, Cinema 4D, and After Effects.
  • The digital experience features eight custom scenes based on MCO's terminal architecture.
  • Annie's presence is powered by Synect's Passenger360 Digital Content Management System, which runs more than 2,100 digital displays across MCO's terminals.

Sources:

  • Greater Orlando Aviation Authority
  • Synect
  • Karla Carman, senior manager, wayfinding and signage, at Orlando International
  • Lance Lyttle, CEO of the Greater Orlando Aviation Authority
  • Yahav Ran, CEO of Synect