A mobile solution for inexperienced passengers of KLM to manage their travel process

A mobile solution for inexperienced passengers of KLM to manage their travel process

Engelshove, L.M.

Santema, S.C. (mentor)
Rozendaal, M.C. (mentor)
Schnellen, F. (mentor)

Industrial Design Engineering

Product Innovation Management

Master of Science Strategic Product Design

2015-08-12

Despite a large contribution of KLM offering many information channels and services at Amsterdan Airport Schiphol (AAS), travelling often remains a frustrating and unpleasant experience for passengers. Information is targeted to a mass of people, and is not directed to individual passengers. The sheer amount of available information within these information channels has become an information overload, and thus renders many of these useful information channels less efficient and less effective. This project has focused on the inexperienced Dutch passenger of KLM, departing from AAS, in which the phases at home (from the moment that a booking is paid), transportation, and the process in the departure halls of the airport (until passengers entering security filter) have been considered. The goal of this project has been defined as creating a Product-Service System (PSS) of an integrated platform that supports KLM passengers in finding their targeted destination through AAS on individually and intuitively way. A final concept was made, which has focused mainly on designing parts of the core app. However, the concept is a starting point of an integral system where all information channels of KLM will be connected and provide information in a consistent way. The concept considers three main functions groups. The function groups are the building blocks for implementing several information elements in the core app. The function groups are as following: 1. Checklist: reminds passengers of what to bring regarding the travel process 2. 2A Mandatory steps: informs a passenger on which procedure steps to go through at the airport 2B Airport map: guides the passenger through the airport with navigational directions from one step to the other 3. Transportation: informs the passenger on transportation to the airport and when to leave home Furthermore, an implementation plan with an additional roadmap describes how different information elements of the concept should be implemented. Some of the information elements are completely new, and require new Application Program Interfaces (API’s).

KLM
information
wayfinding
personalization

http://resolver.tudelft.nl/uuid:2c56b1ec-089f-4657-b045-67c1b3d59b20

Campus only

Student theses

master thesis

(c) 2015 Engelshove, L.M.