To improve a service, you need to know what the service is about now. During our project for Rotterdam the Hague airport we investigated the travel to the airport up and until the front door. Focussing on how Covid has changed this experience.
Project Set-up
Focus
Journey mapping, Service Design
Journey mapping, Service Design
How long
1 week, full time
1 week, full time
Set-up
Group project (4 members)
Group project (4 members)
Company
Rotterdam The Hague Airport
Rotterdam The Hague Airport
When
Master 2nd year - Elective
Master 2nd year - Elective
Brief
Rotterdam The Hague airport wondered how the experience of people traveling to their airport changed, due to the coronavirus. We investigated the service through a service safari, after which the main insights were transformed in a journey which can be found below.
Redesign
After the group project, I took the opportunity to re-visualizing the journey map. I created a clearer distinction between the two different experiences of the travelers. Even though they use the same facilities, their thought, experiences and thus needs, differ quite a lot.
