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KLM Customer Journey: Baggage

Master Thesis (2017)
Author(s)

P.A. Besterman (TU Delft - Industrial Design Engineering)

Contributor(s)

Katinka Bergema – Mentor

CBA Kobus – Mentor

Jan van Winsen – Mentor

Faculty
Industrial Design Engineering
Copyright
Campus only
More Info
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Publication Year
2017
Language
English
Copyright
Campus only
Graduation Date
29-11-2017
Awarding Institution
Delft University of Technology
Project
PASSME
Programme
Design for Interaction
Sponsors
KLM Royal Dutch Airlines
Faculty
Industrial Design Engineering
Reuse Rights

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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.

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