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 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.