Labgate - passenger perception
Amsterdam Airport Schiphol is an innovative, pioneering airport. In order to keep up with the competition of other airports, continuing investments in innovation are necessary. The innovation regarding the gate and boarding processes is included in the RPP program (Redesign Passenger Process). RPP focuses on changing the passenger process of Schiphol in such a way that a significant improvement can be reached in quality, efficiency en capacity. An essential part of RPP is the ‘gate-process'.
The SIM assignment ‘Laboratory gate V' is an addition to the project Laboratory gates (I-IV) of RPP. Laboratory gates (I-IV) of RPP departed from a more traditional approach in which the operational stakeholders share experiences to come to improvement in the boarding process and the design of the gate area. The addition of the SIM assignment to the RPP project is to employ an approach beyond the existing industrial frameworks and using new or future technologies to realize "step changes". The focus will be on an ‘out of the box' approach.
LAB Gate V includes two projects:
• Redesign of the gates with the goal of improving the passenger perception
• Improvement of the efficiency of the logistic processes occurring in the gate
This reasearch is focused on the redesign of the gates with the goal of improving the passenger perception
Approach
Work has been based on a design approach. After a general orientation the needs and wishes of different types of passengers are identified. There has been made use of internet questionnaires, observations (eg video) in the gate, existing market research and depth interviews in the gates using so-called work books. In addition, the needs identified by staff (airlines, handlers and security) are brought forward. Further input for the research consisted of an analysis of the dimensions, design and architectural design of the existing gates. Based on the analysis of these issues a design vision and direction were determined. This vision and direction acted as the basis for the gate concept to be developed.
Results
Based on the passenger research 5 personas were identified, which represented the great variation between passengers. Also the gate has been placed in the "travel experience" of the passenger. This combination gave a clear picture of the aspects that are important in a necessary to improve the passenger experience.
Above has led to a new gate concept, which is visualized in a model. In the design, the analogy with a living room was leading: a place where many things can be done, and where people feel at home. The new concept contains organic forms, which are based on the existing spatial pattern. The light is dynamic and guides passengers through the gate. The furniture is designed for more than one use. Also a children's / business angle are included (depending on the flight), computer stands, and eating and drinking facilities. The gate is decorated with 2 large photos which relate to the destination of the flight, the colour of the light can be adapted to the airline.
The new concept is reviewed with staff of Schiphol, KLM and passengers representing the personas. The concept received positive reactions, especially regarding the homely atmosphere and variety of furniture and lighting. The children's corner and space for the business travelers were particularly appreciated. The developed concept is included in decisions on possible adjustments to the gate. A pilot gate is realized and was opened on June 7,2010. You van find the video about this Innovative Gate on this page.
