What was the business challenge

• Schiphol is planning to build a new terminal, where 90% of its usage is by KLM. Therefore KLM as the main user was involved in design and built of this terminal.
• Customer Experience (CX) department wanted to ensure all needs of the users are considered in the design of this terminal and terminal is the most customer-centric experience to KLM users. As such, this was a futuristic project that the needs of the customer has to be predicted.

What was my contribution

• Through a series of 7+ co-creation sessions with the involved (10+) stakeholders, I facilitated the group to map the customer journeys. Overall, we identified 7 personas and 7 customer journeys for this project. In follow-up facilitation sessions, with the use of data extracted by our data science team, the gaps and opportunities were identified.
• Once all stakeholders were aligned on the overall customer journey, gaps, and opportunities, I organized and facilitated a follow-up session to brainstorm solutions on the identified gaps.
• Based the customer journeys and gaps, I built a blueprint to have a offer customer experience in the new Terminal.

What was the outcome

• Schiphol was informed about the identified gaps and opportunities in the earlier design steps of new terminal.
• The blueprint was shared with the architecture company responsible for the design of the terminal, to incorporate in the next iterations of the design.