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Service Design Game
A delayed or cancelled flight can make passengers feel frustrated or anxious and it severely impacts their travel experience as well as their attitude toward the airline and the airport itself. Our aim was to help Schiphol Airport to reduce this impact by suggesting service strategies for stranded passengers.
The key to help Schiphol cope with flight service disruptions was to break down the problem into separate elements and visualize those elements in terms of basic human needs, customer segments, internal resources and new opportunities. The idea is that these elements can be linked together to form starting points for new service strategies.
