Speaker Biograghy: Pim is an Industrial Design Engineering graduate from Delft University of Technology. He started his graduate internship with Amsterdam Airport Schiphol in July 2015 and completed his Master's thesis on the design of intuitive wayfinding concepts for the new pier and terminal at Schiphol.


Day 3 - 16 March
Session: Customer Service & Passenger Experience

10:35 - 11:05 - Intuitive wayfinding in the new Schiphol pier and terminal
Synopsis: Different passengers have different wayfinding and information needs at different moments. Wayfinding at the airport comprises various physical solutions, such as architecture, spatial layout and signage, as well as digital solutions. How can the wayfinding system be integrally designed so that different passengers intuitively navigate through the terminal? These questions are answered through the context of a new pier and terminal at Amsterdam Airport Schiphol.

Audience will learn:

• Understanding intuitive wayfinding
• Providing the right information at the right moment for the right passenger
• Integrating physical and digital solutions
• Human-centred wayfinding design approach
• Improving passenger experience