Happy Flow: passenger experiences

With Marco Rozendaal, Emma Gohres and MSc Graduate students Parizad Saremi and Alexander Vervoort, I am currently involved in the Happy Flow project for KLM, Schiphol International Airport and Aruba airport.

Overview Happy Flow

Overview of the current technical view on Happy Flow, to be optimized for passenger experiences.

A vision was developed on how new security technology can be applied to optimize passenger flows, especially from the perspective of the passengers’ experiences. In phase 1 of the project contextmapping sessions were conducted and observations were done on flow of passengers, as well as on dealing with current equipment. Main result of phase 1 was a tentative mapping of passenger values and a vision statement. In phase 2 we started explored tangible visions of passenger procedures for 2020, did more detailed observational studies on usability and passenger flow, assessed passenger experiences using a an approach based on the tentative value maps, interviewed staff members at the airport and studied passenger values in more detail using a newly developed picture card method. In phase 3 this all converges into a passenger journey vision for 2020, setting a standard for passenger experiences, and combined with a road map towards that vision.

A description of the recent introduction of the Happy Flow technology at Aruba Airport can be found here.

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