A Human-Centered Strategic Approach to Redesigning Departure Hall 2
Assisted by Tech, Uplifted by People
I.S. Steijn (TU Delft - Industrial Design Engineering)
Sicco Santema – Graduation committee member (TU Delft - Responsible Marketing and Consumer Behavior)
L.E. van der Veen – Mentor (TU Delft - Society, Culture and Critique)
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Abstract
This graduation thesis presents a human-centered design strategy to enhance KLM’s departure experience in Departure Hall 2 at Amsterdam Airport Schiphol by 2040. In response to rising passenger expectations, growing operational complexity, and the need to balance premium service with cost-efficiency, the project envisions a departure hall that creates confidence for passengers, while changing the role of Passenger Service Agents (PSAs). Using the Double Diamond and Design Roadmapping methodologies, the thesis identifies key challenges for passengers and agents and change drivers.
As a result, a Future Vision and Vision Concept are created; the KLM Care Center, which changes the layout in departure hall, makes use of Care Tables, and wearable support tools. These interventions address challenges around agent engagement, passenger uncertainty, and information gaps. Final validation through 3D prototyping and user testing confirms the concept’s potential to improve clarity, confidence, and emotional engagement. A strategic roadmap guides implementation through 3 horizons, balancing innovation with organizational preparations. The thesis offers a concrete, actionable vision aligning KLM’s brand values with the evolving needs of passengers.