Improving the perception of waiting time through positive interactions and emotions at the G-gates of Schiphol.

Challenge

The challenge of this project was to explore ways of improving the Passenger Experience at the Gates. This is an important touchpoint of the Passenger Journey, as this is the last experience that passengers have with Schiphol. It should be a positive experience in order to make it memorable and to increase the overall passenger satisfaction. Ultimately, the perception of waiting time should be improved through enhancing the emotional state of the passengers.

My role and impact

During this individual research and design project, I had the complete responsibility to manage, execute and complete the project. A Design Thinking approach has been used; starting with qualitative research such as observations, in-depth interviews and generative sessions, to define both the current as the desired situation. I have facilitated multiple ideation sessions of which the most important one with experts in the field of aviation of both Schiphol, KLM and TU Delft. This session was held in the context of the project; the G-gates. Several (quick) prototypes that were build afterwards, were tested with real passengers in this context as well.

Result

The result is a concept that enhances a positive state of mind through positive interactions. "FLIP" offers a distraction that improves the ambiance for passengers waiting at the gates by 20%. They can modify the artwork by flipping the colored window filters to another color, thereby leaving a personal pattern. Its unique and eye-catching appearance adds some complexity to the coherent environment. The warm light in a fluent dynamic design enhances relaxation. "FLIP" allows passengers to connect with their environment. Their perception of waiting time is improved; for a moment, passengers forget that they are waiting at an airport.

Awarded with a 9 (out of 10) and Cum Laude degree

Presented and showcased at my personal Graduation Ceremony (+50 p)

Presented at the Schiphol Innovation Team meeting

Qualitative (in-depth) research

Observing and interviewing participants to analyse their behaviour and discover their underlying needs and motivations.

Context Mapping sessions

Facilitated generative sessions with passengers at the gates to identify their needs. These qualitative passenger analyses show the need for more exciting, warm, relaxed and personal interactions.

Ideation in the real context

Facilitating a creative session with multiple experts in the field of aviation to bring in different perspectives on the problem and release creativity to brainstorm on solutions.

Ideation through sketching

Visualizing the generated ideas and hitchhike on the good ones. One specific design direction has the most potential of creating the desired interactions and emotions; Lighting Design. It was decided to make use of the big windows that offer natural lighting to work with.

Iterative Prototyping

During the project, some design interventions were tested in the real context with passengers. The goal of these tests was to discover what interactions and emotions are evoked by the prototype and whether these were the desired ones. More insights were gathered on how to create the desired interactions, but also on what type of distraction passengers want to engage in.

Working towards a concept proposal

While doing the quick prototyping tests, one concept is found to be the most successful. This concept will be detailed further to eventually build an Interactive (experiential) Prototype to conduct User Tests at Schiphol.

Building an Interactive Prototype of "FLIP"

After testing quick prototypes, an experiential and interactive prototype is designed and build to verify the design qualities and interaction vision.

Building "FLIP"

Building all the separate parts of the prototype...

The Lighting Design of "FLIP"

Here you see the lighting system that dynamically changes over time to draw and keep the attention of the passengers. The tiles can be flipped in order to change the color of the filter and therewith change the color of the daylight coming through. In this way, passengers can play with the lights and create their own ambiance.

User Testing (Usability and Experience)

User Testing the interactive prototype to evaluate the design in the real context with passengers at the gates.

Flipping tiles

This prototype is a smaller version of the real design, but enough to test the principle of flipping colors. Do you see the purple tile that changes of color when being flipped? And the airplane turning orange? Passengers can modify the ambiance around them by flipping colored window filters to another color, thereby leaving a personal pattern.

Different types of passengers

As there are many different type of passengers from different countries with different preferences (stimulus seeking and stimulus avoiding), FLIP is also tested with different types of passengers!

Connecting to the environment

FLIP allows passengers to connect with their environment and with the outside world, the next step in their journey... Its eye-catching and unique appearance improves the ambiance of the G-gates because it adds some complexity to the coherent and relatively boring environment.

Redesign proposal

A redesign of the concept is created based on the findings of the User Test and stakeholder interviews to show the concepts' desirability and feasibility.

FLIP

FLIP is an interactive artwork that improves the perception of waiting time for passengers at the G-gates of Schiphol. FLIP evokes positive interactions and emotions, and offers a moderate distraction in the gate environment. The eye-catching object offers a possibility to see your world in colors and play with your perspective. For a moment, passengers forget that they are waiting at an airport.