Project Introduction
Passenger feedback surveys conducted at Chhatrapati Shivaji Maharaj International Airport Terminal 2 identified the Pre-Embarkation Security Check (PESC) as one of the most inconvenient stages of the airport journey which impacted the perception and experience of the airport. In response, Adani Group organised a collaborative workshop bringing together flyers from diverse age groups and nationalities along with multiple design and architecture studios. The goal was to identify key pain points within the security process and generate solutions to enhance the experience at the security check and thereby becoming the identity of the airport. This project was called 'Olakh' (ओळख) a Marathi word for identity.
Design Solution
Through observations during the workshop, Sarg Design Studio recognized that many passengers were willing to actively participate and cooperate in making the security process smoother rather than placing the entire responsibility on airport staff. This insight led to a design approach that focused on creating participatory and engaging touchpoints within the PESC process. The aim was not only to improve operational flow but also to reduce passenger anxiety by encouraging interaction, shared responsibility, and invoking a sense of community and sense of place within what is typically a stressful airport checkpoint. At the same time, an important consideration emerged: whether airport staff would welcome and benefit from passenger participation within such a regulated environment. The design therefore sought to balance engagement with operational practicality.
Design Features
The proposal introduced a series of strategic interventions to improve both passenger experience and operational efficiency. Interactive digital screens and light engagement activities were designed to keep passengers occupied during wait times while subtly guiding them through the security process. Queue layouts were restructured to improve passenger flow and reduce congestion at key points within the PESC area. The touchpoints were designed around a study of passenger journey through the PESC, their anxieties, inhibitions, fears and being able to carry out the procedure in an informed and assisted manner.
The proposal also addressed staff ergonomics by introducing cushioned standing mats for security personnel who remain on their feet for extended hours during operations. Together, these interventions aimed to create a smoother, more intuitive, and less stressful security experience for both passengers and airport staff.
The proposal was selected as a winning concept in the design competition alongside MuseLAB, with both studios collaborating further on refining the ideas.
Project Conclusion
While several recommendations received approval, implementation has currently been delayed due to regulatory and operational compliance requirements. The project nevertheless established a strategic framework for improving passenger experience at Chhatrapati Shivaji Maharaj International Airport Terminal 2 and is being used across all Adani airports.