Schiphol
Improving travel experiences with creative innovation
Improving travel experiences with creative innovation
The security check is key to the travel experience, and Schiphol airport ‑ one of Europe's busiest ‑ knows this all too well. That's why our agencies, Unplugged and Makerlab, have been working to make it easier for travelers to get through security with a smile.
Working together towards a new innovation workflow
Innovation isn't a one‑time thing. That's why we worked with Schiphol's Passenger Experience team to develop a new innovation workflow. The foundation of this was an interactive online platform where everyone within the organization could quickly find answers to questions about the innovation process at any time.
Exploring, experimenting, innovating
By observing travelers and asking questions, we gained insights. What are the needs of a business traveler compared to a family on vacation? What do they expect from the security procedures, and how can we influence their behavior? These insights were the basis for our experiments.
"An iterative innovation process is hard to present from a presentation. I'm glad we created an interactive online platform. This way, we created a central place that's easy to keep up‑to‑date and can be used by everyone."
Thijs van Campen, Digital Strategist - Unplugged
New human-to-human solutions
We developed the Security Assistant ‑ a worker who gives instructions in the lead‑up to the security check. Another concept was the Family Lane ‑ a special line with extra attention for families with young children. In a third experiment, Bagage Behavior, we applied behavioral design to influence travelers' behavior by using custom‑made floor stickers, making the baggage process smoother and less stressful.
Made possible by these specialists
Unplugged
Visual Design
Makerlab
Curious about the results of this project?
And we'll get back to you as soon as we can.
Roderick Martens
Founding Partner & Strategist
