Departures 2020: A vision and concept for the Non-Schengen passenger ground process of KLM at Schiphol Airport using biometrics.

Departures 2020: A vision and concept for the Non-Schengen passenger ground process of KLM at Schiphol Airport using biometrics.

Vervoort, A.L.H.

Santema, S.C. (mentor)
De Lille, C.S.H. (mentor)

Industrial Design Engineering

Product Innovation Management

Master of Science Strategic Product Design

2015-08-26

With the rise of self-services at airports, time has come to take the next step in optimizing KLM’s passenger ground process at Amsterdam Schiphol Airport (AAS). In the current non-Schengen departure process at Schiphol the various touch points that a passenger encounters in the process do not communicate with each other and there is no information exchange between stakeholders in the process. A passenger therefore has to present its boarding pass and/or passport at every touch point which can be frustrating and a hassle for the traveller. Time has come to remove this hassle by creating a smart, automated passenger ground process that allows on one hand its stakeholders to share information and by this take better informed decisions, and at the other hand improve the passenger experience considerably. Based upon a comprehensive internal analysis, external analysis and passenger and staff interviews a vision is created. The vision comprises four main values that are derived from the analysis and interviews. These values are: efficiency, control, comfort and respect. Resulting in the following vision: Subsequently a design framework is constructed that is based on the four main values. Each value consists of several building blocks, together these building blocks form the starting point for the creation phase. In the creation phase two concepts are designed, based on two of the four traveller types that are derived from the customer analysis. The two types that are chosen have the most opposing needs. Where the Human Traveller concept focuses on comfort and respect, the Modern Traveller’s concept main values are efficiency and control. This creates two rich concepts that look at the automated passenger ground process from two very different perspectives and cover the full spectrum of the vision. For the final design the values and perspective of the Modern Traveller are chosen, with the integration of some elements of the Human Traveller concept as these parts can coexist with the Modern Traveller concept. The choice for the Modern Traveller is inspired by the prediction that this group of passengers will become larger in the future whilst the Human Traveller group will shrink. The final design presents a solution in which data can be easily shared between stakeholders, and all stakeholders in the process are able make better informed decisions based on the information that is being shared between them. KLM for example will then be able to tell where a passenger is located in the process and whether or not the passenger has passed the border. For the passenger and for KLM the final design of the automated passenger ground process brings a lot of benefits concerning efficiency, control, comfort and respect. The process consists of the following five distinctive stages: 1. Preparation | Passengers will be able to fully prepare for their trip at home or at their destination. This preparation stage consist of mobile biometric enrolment, baggage labelling and a KLM baggage courier service. All routine departure hall procedures will be moved off-airport this way. By biometric enrolment the passengers face will become its token for the passenger ground process. 2. Service | Throughout their journey passengers are able to receive service and control their itinerary by the KLM Travel Assistant application on their mobile device. Because some passenger will have complex issues that cannot be solved by the app, a dedicated service area is created in the departure hall. This will be the main point of contact for passengers to turn to when they would like to get personal service. 3. Checkpoint | A single touch point is created in between landside and airside. This touch point integrates the boarding pass check, security check and border control in one. By implementing risk based security scanning the touch point is made more efficient and more comfortable for passengers. 4. Dwell time | During dwell time the main channel of contact for the passenger is the KLM Travel assistant app. The app provides passengers with push notifications when to proceed to their boarding gate. But also with personalized context aware e-services and indoor wayfinding. The app will also provide KLM with the necessary location information for the flight management app that is used by the gate agents in the boarding stage. 5. Boarding | The management app uses the information gathered in the passenger ground process to determine the progress of all passengers in the process and their exact location in the terminal. This information is used by the gate agent to make an informed decision whether or not to let a flight depart or to wait for passengers that are on their way to the gate. Subsequently the final design is evaluated against the project assignment and the constructed design framework. Further more recommendations are made and subjects for further study are suggested. Finally an implementation plan is provided, complemented with an implementation roadmap. The implementation plan lists concrete projects and tasks to be undertaken towards 2020. And the implementation roadmap places these projects in a feasible timeline. The projects in the implementation roadmap are divided in three categories: KLM projects, AAS projects and projects that should be executed in a joint effort. One of the first and biggest projects to be undertaken is the implementation of a new IT infrastructure at Schiphol Airport that has a plug-and-play architecture, as opposed to the current direct links and silo-based infrastructure, and that is able to fully facilitate the proposed data sharing between stakeholders. After the execution of all proposed projects, an automated passenger ground process will be in place in 2020 that is more efficient and comfortable, and in which passengers and staff feel in control and respected. It will help all stakeholders to take better informed decisions. And will allow KLM and Amsterdam Airport Schiphol to successfully compete with other major transfer hubs.

KLM
Schiphol
Biometrics
IT
Data Sharing
2020
Vision
Passenger ground process

http://resolver.tudelft.nl/uuid:83bb3cd3-f9b8-41f9-bca3-2cbffafff9e1

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Student theses

master thesis

(c) 2015 Vervoort, A.L.H.