Print Email Facebook Twitter Supporting agents for working with the airport security lane Title Supporting agents for working with the airport security lane Author Hartwigsen, M. Contributor Badke-Schaub, P.G. (mentor) De Lille, C.S.H. (mentor) Faculty Industrial Design Engineering Department Strategic Product Design Date 2016-06-14 Abstract In June 2015, Amsterdam Airport Schiphol (AAS) changed its security check at the gate to centralized security for the entire airport. New security lanes were developed by Scarabee Aviation Group for those centralized areas to increase security, efficiency, passenger flow and experience. Lots of customer research about passenger experience is done at AAS, but the experience of the agents is relatively unknown. From the research, it can be concluded that agents have lots of feelings about the SSL and the centralized security, both positive and negative. They do feel proud, but they perceive their procedures as repetitive, like factory work. Besides that, they experience their work as very tough and feel a lot of pressure because of AAS’s guidelines. They feel limited and do not develop themselves. This bad experience has important effects on several stakeholders: security companies (decrease of alertness, absenteeism), AAS (security threat because of decreased alertness, decreased of passenger flow and experience), Scarabee (no optimal performance SSL) and for passengers (bad experience, decrease of mood, unhappy). Therefore, the design challenge for this project is: Design an interactive tool to support agents in learning and working with the SSL. During the design process, two important elements were defined: self-development and positive thinking. Besides that, the tool has to decrease the factory work feeling. As a result, three activities were chosen for an app: x-ray feedback, giving compliments and performance tracking. The app has potential for future developments. From the user test, it can be concluded that agents are enthusiastic about tracking their performance, getting opportunities to learn and giving and receiving compliments. A next step, doing a pilot study, would be recommended. Subject aviationsecurityexperiencemotivationfeedback To reference this document use: http://resolver.tudelft.nl/uuid:3f7c7b32-06f3-49ba-8a3a-61a47ed0a980 Embargo date 2018-06-14 Access restriction Campus only Part of collection Student theses Document type master thesis Rights (c) 2016 Hartwigsen, M.