Design principles for a customer first strategy

Customer Experience

Schiphol Airport

March 20, 2018

ktc America ktc Europe

Digital Product Build Proposition Design

The Challenge

Develop a strategy and working model to offer all passenger at Schiphol a first class experience.


Our Approach

A practical and actionable model for all layers in the Schiphol organization that helps to connect the customer journey with improvement projects and service design principles.


The Result

The first steps in creating fans instead of passengers with a PX model that is carried by the organization.