This project set out to improve the passenger experience at Schiphol Airport. Research revealed that passengers consistently experience elevated baseline stress, which reduces their ability to navigate independently and increases their reliance on assistance. Six systemic stressors were identified across the passenger journey, each undermining the fulfilment of fundamental human needs.
To address this, the project introduces the Empathic Lens: three design Pillars aimed at supporting the fulfilment of passengers’ fundamental needs and thereby reducing baseline stress. Applying the Empathic Lens enables the creation of assistance that is supportive, visible, and personally attuned to every passenger at Schiphol Airport.
The Lens was applied to challenges observed in the terminal, resulting in the Empathic Satellite concept: a network of interventions consisting of a redesigned app that reassures and prepares passengers for their journey, recognisable and intuitive assistance units placed throughout the terminal, and a welcoming assistance hub that provides a clear anchor point for all needs.
Testing of the redesigned app demonstrated increased passenger confidence, reduced perceived chaos, and a more intuitive and enjoyable experience. These results show that designing through the Empathic Lens meaningfully improves the passenger experience at Schiphol Airport.