The assignment given by AFKL was to improve customer satisfaction of outstation lounges. Whether this be by improving the current lounges or by coming up with new, alternative services to the lounge. From research it was concluded that there are three different types of lounge users: time efficient, regular, and cautious or working. It’s important to understand the specific needs of these customer segments in order to deliver solutions that are appropriate for each customer segment. Analyses proved that the amenities and services that current lounges provide are in line with the needs and expectations of regular and cautious or working lounge users. However, the current lounge service is not designed for or tailored to the needs of time efficient travellers. Time efficient travellers mainly use the lounge to grab something to eat and drink before they head to the gate. Importantly, sometimes being time efficient means customers decide not to make use of the lounge at all. Sometimes because the lounge is located far from their departure gate, sometimes due to a lack of time, or sometimes because it’s not worth the effort. Therefore, it was decided to focus on creating an alternative solution to the lounge for time efficient travellers. A design goal was created to summarise the desired intention of the design solution. It describes the target group (elaborated on in the next chapter), the situation they will use it in, and the desired effect. The design goal was stated as follows: ‘Enabling AFKL to anticipate and deliver personalised services to the individual needs and circumstances of time efficient AFKL premium customers, during their dwell time at airports.’ The main goal of time efficient travellers is to be time efficient, which implies that their needs at the airport must be fulfilled in a time efficient manner. Their main needs are getting something to eat and drink, check emails, and read a newspaper before boarding a flight. The solution created consists of physical and digital elements that together form the service proposal. Airport facilities provide goods and service to the customer, the KLM app is the medium through which the service is offered, and digital technologies are the means to connect them. The service enables customers to make free use of airport restaurants, grabbing something to eat and drink before they board the flight. Through the KLM app, customers can explore what venues are available to them, select the items they fancy, order ahead, and collect without having to stand in line. It exploits customer insights in order to deliver tailored, personalised services to the needs and circumstances of each individual customer. It does so by leveraging data and real-time information which makes the service efficient, convenient, and a seamless experience. Offering the service through the KLM app allows customers to carefully plan their dwell without any hassle. From ordering to pick-up, all channels are digitally connected and processes are automated which makes it a seamless experience and a valuable proposition for time efficient travellers.