KLM Customer Journey: Baggage

Master thesis (2017)

Authors

P.A. Besterman Industrial Design Engineering

Contributors

C.P.A.M. Bergema (mentor)
C.B.A. Kobus (mentor)
Jan van Winsen (mentor)
Faculty
Industrial Design Engineering, Industrial Design Engineering
Copyright: © 2017 Paula Besterman
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Published Date

29-11-2017

Language

English

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Faculty

Industrial Design Engineering

Abstract

The research examines the interactions and experiences of airline passengers during baggage reclaim with the goal of understanding their motives, what factors influence their experiences and decisions, and what struggles and stresses they encounter during the reclaim process. Interviews and Journey Mapping are leveraged to gain insights and search for solutions.