Schiphol - Optimising the passengers flow
As service design director my task for Schiphol Airport was to optimising the flow of passengers based on changing laws and regulations. By using service design, setting up a journey management structure and providing support in prioritising decision making.
This resulted in insight into the bottlenecks on the basis of which solutions were defined. An example of this is the prediction of flow problems based on big data, planning and sensors, so that real-time intervention can be made in the handling procedures.
An onboarding process was developed for new projects (portfolio management) for the IT department based on design thinking and qualitative research to create value.
