Speaker Biograghy: Marit is Senior Development Manager at Amsterdam Airport Schiphol and currently responsible for the development of the new pier and terminal. She joined the Schiphol Group in 2004 as Terminal Manager at Rotterdam-The Hague Airport, before moving to Schiphol Airport in 2008. She’s held development and management positions within operations, security and commercial development. She studied Architecture at Delft University of Technology. She is also a lecturer in the field of Aviation Logistics, Security and Airport Development.


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