KLM Customer Journey: Baggage

Master thesis (2017)

Authors

P.A. Besterman Industrial Design Engineering

Contributors

C.P.A.M. Bergema (supervisor 1)
C.B.A. Kobus (supervisor 1)
Jan van Winsen (supervisor 1)
Faculty
Industrial Design Engineering
Copyright: © 2017 Paula Besterman
Efficiency Cognitive load Mobile application A/B Testing Communication KLM Journey mapping Baggage reclaim Peak-end theory Airport
More Info
expand_more

Published Date

29-11-2017

Language

English

Reuse Rights

Other than for strictly personal use, it is not permitted to download, forward or distribute the text or part of it, without the consent of the author(s) and/or copyright holder(s), unless the work is under an open content license such as Creative Commons.

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.