As part of an effort to bring a 21st-century customer experience (CX) to Port Authority’s Tunnels, Bridges, and Terminals (TB&T) department, JK helped develop a CX manual to set the right tone—and create consistent service standards—across all TB&T facilities. The manual is the catalyst for a larger mindset shift around customer service standards. So we focused on making it easy-to-use and rooted in a recognizable visual language that resonates with our audiences.

Services
Art Direction, Visual Design, Digital Marketing, Graphic Design

Technologies
Adobe InDesign, Adobe Photoshop, Adobe Illustrator, Adobe XD

Our design approach leverages photos of iconic TB&T landmarks and the familiar wayfinding markers that guide thousands of travelers across large (and often complex) environments.

The new CX Service Standards Manual is rooted in clarity and accessibility, with a distinct look and feel that leverages the Port Authority parent brand in a uniquely ownable way for TB&T—and sets the stage for excellent customer service.