Schiphol Airport approached us with the question to design the self-service boarding process. This resulted in an extensive research of the boarding process, where we observed both the traveller and ground personel. The boarding process is a stressy situation for people, so we decided to eliminate all information around it and design a system that is so simple that you can handle it in just a few seconds. The position of the ground personel is very important, since she can (by being there) give people the feeling that if they won't understand the system they can still ask her for help. So we decided to not put her behind a desk, but standing behind a slim screen.
- work done at Fabrique [brands, design & interaction] -
This is the setup of the self-service boarding concept created for Schiphol Airport. The idea was to create a system that felt extremely simple and friendly, while guiding people in the right way.
Sketch of the system (done by Arjan Schoof).
The final design of the system. It was designed in such a way that everybody could interact with the system (so also people in wheelchairs).
The view and UI for ground personel. In the original briefing the person controlling the system would sit behind a desk, but we decided to make the system very open and (thus) transparant. The ground personal has just to step to the side to block people and point them to the desk if something is not correct.
