PROJECT
GO NUTS
COACH
X-Gate
Anne Smit Chia-yi Chien Ingeborg Dijkstra Jeannie Wu
Hassan Charaf Stijn Gommers
DATA
1. goal, ambition 2. warm-up brainstorm (what do I know) 3. discussion / evaluation list (define lack of knowledge)
X-Gate way of working
SHERLOCK
Research A define ambition more deeply and set up criterias
LEGO
prototype tests
3 hr challenge
MICKY MOUSE brainstorm how can you / co-reflection impact v.s feasibility conceptualisation pitch integrate 2 or more ideas
Methods Research B develop collage questionnaires interviews timelines
Visuals inspiration board story
INDEX
DATA
01
SHERLOCK
02
MICKYMOUSE
05
LEGO
09
Stijn Gommers
Hassan Charaf
Anne Smit
Ingeborg Dijkstra
Chia-yi Chien
Jeannie Wu
X-Gate crew
X-Gate crew
TU Delft SPD student
TU Delft SPD student
TU Delft SPD student
TU Delft SPD student
DATA
A Warm-up Brainstorm session was conducted in the beginning, as well as the ambitions and challenges were discussed and identified.
/ BRIEF
/ FOCUS
KLM wants to optimize the X-Gates area. We see optimization as achieving the goal of punctuality and gaining closer relations towards customers.
Attractive and positive environment in the waiting area to gain further interaction between employees and customers.
- 01 -
SHERLOCK
In order to have an overview of what happend in the X-Gate, a Field Research was made to experience and understand the process above and under the wings.
/ STAKEHOLDERS
X-Gate crew - 02 -
Travelers
Gate agents
X-Gate crew
Collaborative sessions / Co-reflection
meeting with agile team
transparency
test and observation
flexibility
transparent
personal space
entertainment
stressed
connection
fast innovation
knowledge
- 03 -
comfort
tire
ed
Gate agents
TRAVELERS
Questionnaires / Interviews
Collage
check in process
boarding service
bored
information
quietness
collaboration with team members
“Me time�
prep for boarding
Privacy
Hybrid (half open/ half closed)
Open punctuality
- 04 -
MICKY MOUSE
Entrance Welcome / check in
Based on our method and the importance of KLM’S history, we developed the concept of Royal Hall, which contains Crown (X-Gate office), Royal bar (boarding desk), and Royal pods (private workign space).
Royal pods Private working space / message wall
Open zone Hybrid zone X-Gate crew
Private zone
Crown Office
Travelers Gate agents
Royal bar Check-in desk
- 05 -
Knowledge Reveal Interactive
Relax Creativity Inspiration
Work Meeting Space Interchangeable
Rest Gathering Connection Integrate with travellers
- 06 -
Window for observation
Crown office
- 07 -
Interaction corner X-Gate testing area
Royal pods working/observation area
Boarding desk
- 08 -
LEGO
A Prototype was made, and an evaluation in terms of the cost and benefits / outcome was developed.
Time Knowledge of gate area
Closer bond with KLM and other departments/stakeholders
Better working area for X-Gate crew
Closer bond with customers
Classic in a modern way and still INNOVATIVE
Smooth and fast innovative process Investment - 09 -
The new X-Gate creates a closer bond and brings positive experience to all stakeholders. With an innovative process, KLM will stay ahead of the airline industry.
1st
2nd
3rd
Winter 1
X-Gate created
Test pods around office (level 2 prototypes) Continue renovation of new bathrooms and new office- section 1
Test interactive wall at entrance (level 2 prototype) Test reward house (level 2 prototype) Finalize new office inside-section 1&2
Winter 2
Go-nuts involved
Test boarding desks (level 1 prototype) Put in new chairs (section 1) Finalize renovation of new bathrooms and new office- section 1
Finalize boarding desk Finalize pods and add more around office Add to exterior walls Remove cafe
Spring 1
Test 1 customer lab Ask Schiphol for permission Move crew to x-gate office Move current employees to another office
Test interactive wall at entrance (level 1 prototype) Test reward house (level 1 prototype) Move into new office- section 1 Renovate old office- section 2
Add seats behind boarding desk Finalize interactive wall and reward house Finalize Crown exterior walls
Spring 2
Test 2 pods around office (level 1 protoype) Move bathrooms to another section Renovate area of old bathrooms into new office-section 1
Test boarding desks (level 2 prototype) Put in new chairs (section 2) Continue renovate old office-section 2
Add Guiding Wings to waiting area Enjoy office
- 10 -
The Classics of INSPIRATION The Today of INNOVATION