Print Email Facebook Twitter KLM Customer Journey: Baggage Title KLM Customer Journey: Baggage Author Besterman, Paula (TU Delft Industrial Design Engineering; TU Delft Industrial Design) Contributor Bergema, Katinka (mentor) Kobus, Charlotte (mentor) van Winsen, Jan (mentor) Degree granting institution Delft University of Technology Programme Design for Interaction Project PASSME Date 2017-11-29 Abstract The research examines the interactions and experiences of airline passengers during baggage reclaim with the goal of understanding their motives, what factors influence their experiences and decisions, and what struggles and stresses they encounter during the reclaim process. Interviews and Journey Mapping are leveraged to gain insights and search for solutions. Subject journey mappingairportbaggage reclaimKLMA/B Testingcognitive loadpeak-end theoryEfficiencyCommunicationMobile application To reference this document use: http://resolver.tudelft.nl/uuid:baf2cbd6-ab0c-427b-9863-4002bbe6a1d2 Access restriction Campus only Part of collection Student theses Document type master thesis Rights © 2017 Paula Besterman Files campus only