Nudging passenger behaviour: Applying behavioural design interventions for smooth processes and experiences at Schiphol Airport’s A-terminal

To reach the ambition of becoming Europe’s Preferred Airport, Schiphol has set targets for the satisfaction rating of various aspects within the passenger journey. However, some of these aspects are scoring below target. One of these aspects that weighs heavy on the overall assessment is the (process of) baggage reclaim. Aside from the actual...