Schiphol – Customer journey design & Vision strategy

This project was focused on spotting and developing commercial scenarios for the entire passenger journey at Schiphol Airport (Arrival & Departure).

To establish these scenarios we held multiple co-creation sessions, with Schiphol passengers, based on insights derived from in-depth analysis of existing research and in-context interviews and observations.

All insights allowed us, together with our client, to develop holistic scenarios across channels and services, linked to both customer needs and commercial KPI’s.The scenarios accordingly formed the customer pillars as part of the customer experience vision and commercial strategy.

This project was selected out of 200+ submissions for the Service Design Award 2017. To read more, please go here.

Involved client for this project: Schiphol Airport

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