Self-Service Wheelchairs at the Departure Area of Schiphol Airport
F. de Lange (TU Delft - Industrial Design Engineering)
Sicco Santema – Graduation committee member (TU Delft - Responsible Marketing and Consumer Behavior)
G.P.M. Hoekstra – Mentor (TU Delft - Human Factors)
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Abstract
Schiphol Airport is facing a growing challenge: enabling independent mobility for Passengers with Reduced Mobility (PRM) in an environment where the number of passengers increases and ongoing staff becomes more limited. Every day, over 2,500 PRM passengers rely on assistance services, a number that continues to grow by 15–20% annually. At the same time, there is a clear shift in expectations: more and more PRM travelers are seeking autonomy, flexibility, and clarity in their journey.
This graduation project identifies this tension as an opportunity to introduce innovative mobility solutions at Schiphol Airport.
The central question that emerged was: How can a service be designed that enables PRM passengers with light mobility restrictions to use a wheelchair independently at Schiphol, and how can this service be communicated clearly and attractively?
Following the Double Diamond design process, the project began by uncovering systemic barriers during the Discover phase: fragmented information, poorly located wheelchair stations, rigid assistance protocols, and a lack of autonomy for users wishing to travel independently. Furthermore, the current service landscape was found to fall short in meeting the diverse needs of users who vary in age, physical abilities, cultural background, and digital literacy.
In response, six design criteria were established during the Define phase to guide the solution:
- The service must support autonomy,
- Provide complete and timely information,
- Be universally accessible,
- Integrate seamlessly into the airport infrastructure,
- Be operationally reliable and well-managed, and
- Remain adaptable to external developments such as new technologies or changing regulations.
These criteria led to the development of a service model that incorporates the organizational structure, the communication approach, and the strategic positioning of facilities into the design of two core elements: an interactive navigation tool and a network of Service Hubs. Together, these tools enable users to independently access mobility support, receive real-time information, and navigate the airport with confidence.
Simultaneously, the model strengthens internal clarity around responsibilities, allows for scalability, and embeds the solution within the broader airport ecosystem. It is designed to be future-proof, providing space for external changes and growth in response to evolving technologies, policies, and user needs.
The proposed concept was validated through scenario testing and stakeholder collaboration. It proved not only feasible but also highly relevant to both passengers and the organization, forming a solid foundation for implementing a hybrid mobility strategy across the airport.
This project demonstrates how thoughtful, strategic design can support both operational efficiency and inclusive passenger experience. Schiphol takes a step forward in redefining airport accessibility, not as a luxury, but as a fundamental right for every traveler.