Schiphol is one of the most important transfer hubs of Europe. The service recovery plan (for events such as heavy snowfall, terrorist threat or aircraft technical problem) was developed by exploring possibilities in the three search areas - control customer flow, provide personalized information (to waiting passengers) and change time perception (of waiting passengers). Methods such as numerical modelling of customer flow during disruptions of different scales, scenario planning, customer journey mapping, and stakeholder mapping were used while developing the proposal. With a state of art information architecture at its heart, the final plan consisted of three modules - Guide, Facilitate and Care, with each module meant to be applied successively based on the severity of service disruption.

Team Project, Nov 2011 - Jan 2012