In the era of increasing global connectivity, Schiphol Airport aims to transform into a Multimodal Transport Hub (MTH) to meet the growing demand for seamless travel experiences. This shift from the traditional hub-and-spoke model to an MTH not only enhances passenger satisfaction but also positions Schiphol as a leader in the aviation industry and the Dutch global city region.
The transition to an MTH aligns with the global trend of promoting sustainable transportation alternatives, emphasizing the importance of integrating various transport modes to create efficient and user-friendly connections. Royal Schiphol Group (RSG) is committed to develop the world’s most sustainable and high-quality airports, reflecting the societal push for responsible transport systems.
The mobility industry’s increasing focus on the intersections of various transport subsystems emphasizes the need for integrated services and a seamless journey experience. By adopting the role of an MTH, Schiphol can meet the evolving expectations of travellers.
However, implementing a multimodal service and infrastructure is complex, and understanding passenger dynamics, constraints, and needs during intermodal transfers is crucial. Schiphol already serves as a hub between various transport modes, but there is a lack of insights into non-air travellers, including as bus and train travellers.
To bridge this knowledge gap and enhance rail-bus transfers, this project aims to design a support system for the S&AP department of RSG. This system will provide valuable insights into traveller needs and desires during rail-bus transfers. These insights will serve as argumentation for decision-making in construction projects. Through these insights, Schiphol can make well-informed decisions to enhance passenger satisfaction, streamline the rail-bus transfer process, and ultimately solidify its position as a customer-centric MTH.
The core objective of this project is the development of a support system that utilizes analysed data to present traveller preferences. To achieve this goal, various aspects require comprehensive understanding, which is categorized into three key themes,
First, the support system needs to create value for RSG by providing insights relevant to the organization and ensuring these insights contribute to the company’s objectives.
Secondly, the support system must be optimized for usability and interaction, ensuring that RSG employees can easily access the desired insights.
Lastly, there needs to be a seamless integration of the support system into RSG’s workflow, system operation and digital environment.
The support system should provide valuable insights but must avoid overloading users with information. Therefore, it focuses on three key aspects: differences between travellers, their needs and desires, and the transfer direction between bus and train. The system’s architecture enables users to specify their preferences and receive insights tailored to their criteria. To strike a balance between providing in-depth insights and maintaining a clear overview, the system categorizes traveller needs and desires into six main categories, with the option to explore detailed insights within each category.
The system design has been validated through usability studies and consultations with relevant departments, aligning with the organization’s workflow. In conclusion, the project has successfully met all criteria, indicating that the support system adds substantial value to RSG.