An experienced service & experience designer passionate for customer-centric design
Customer Journey Map & Service Blueprint for Schiphol’s new terminal
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.