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Baggage Reclaim

How to change behavior and experience around the baggage reclaim belt of Schiphol Airport




 “Gamification could very well simulate the experience of the baggage reclaim process and stimulate feedback from both the target group and stakeholders.”

Makersprint Presentation

Within this makersprint we created a game for the users of our prototype to let them feel what is is like to be in the shoes of our found target groups. To challenge them to share their empathic emotions and past experiences of going through the baggage reclaim process.

Define Destination
This semester we will be working on the improvement of the baggage reclaim process on Schiphol airport. In this makersprint the goal is to get to know the available equipments and start untangling our assignment. We will be making our first prototype in just a few days.

Methods used

  • Desk Research
  • Brainstorm Session
  • Persona
  • Low Fidelity Prototyping
  • User Testing
  • High Fidelity Prototyping

Makersprint Brainstorm session

Flight around the web
To kick it off, we started with our first team brainstorm session. By writing everything down we could come up with around the Schiphol Baggage reclaim process. After this we discussed what we were missing and filled this up with some desk-research and customer experience reviews found online. As a next step we divided everything into categories, pinpointing the topics we could use in our the makers sprint. To get a clear overview we mapped it all on the window, which gave us the insight that we should focus on the user experience of the baggage reclaim process.

Defining User Problems

After brainstorming, we decided to make a board game basing the rules and game personas on our found research. Classifying their purpose and situating in the placement on the gameboard.  The purpose of the game is to create an opportunity to discuss the experiences in the baggage reclaim area and experience how other passengers feel in each situation.

“The baggage reclaim area is like a desert. A place where no brand new inventions are around. Just simply getting your baggage and get out. It is a challenge to come up with something to make this small but important piece of travelling something to remember. It is the last part of the airport with no one but travelers, it is the last thing that still makes you a little part of the “flight world”.

Crossing Borders
Broading equipment knowledge at the Makerslab. To go into the realisation process of our idea, we had to decide which equipments we’re going to use. To gain as much knowledge of the equipments as possible we made the disision to use multiple equipments each.

First Prototype!

Equipments Used
Laser printer & cutter; Base of Board game & Character Tokens
Foam cutter; Suitcases
Vinyl printer; Board Signing
Conventional printer; Game Cards

Software Used
Adobe Illustrator; Design of Board game & Tokens’
Adobe Indesign; Design of Game Cards

Checking out
At the end of this sprint we concluded we would take this board to the next level in our next sprint. Since it has proven itself to be a worthy method to connect ourselves to the assignment and the target group.

  • Players really enjoyed the game and found the situations written on the card funny and close to what they have experienced.
  • People like an oral explanation better than printed instructions
  • The game was perceived as funny and valuable
  • A great tool to engage meaningful discussions
  • New insight possibilities for future research


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