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 until the front door. Focussing on how Covid has changed this experience.
When
Master 2nd year - Elective
Master 2nd year - Elective
How long
1 weeks, full time
1 weeks, full time
Company
Set-up
Group project, 4 members
Group project, 4 members
Focus
Service Safari, Journey mapping
Service Safari, Journey mapping
..
Brief
Rotterdam The Hague airport was wondering how the experience of travellers changed due to the coronavirus. Specifically, the travel to their airport was of interest. 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 of re-visualizing the journey map. I wanted to make clear that the two different experiences of these travellers come together at the airport. Even though they use the same facilities, their thought, experience and thus needs, differ quite a lot.
More coming soon...