Speaker Biograghy: Xander recently graduated as a Strategic Designer at Delft University of Technology. He is founder and member of KLM's newly developed Luggage Lab, which aims to tackle luggage-related problems through the use of design thinking such as visualisations of the complex luggage system. Previously, Xander worked on the development of an app to boost retail revenue at Schiphol airport. Concurrently with his studies, Xander gained experience working for a non-profit strategy consulting firm.


Day 3 - 12 March
Session: Passenger Processing: Baggage Handling, Tracking & IDs

09:35 - 10:05 - KLM's Luggage Lab: solving luggage problems through design thinking
Synopsis: Having to deal with more hand luggage at the gate than can fit the aircraft has been a widespread complaint from airlines and airports alike. Flights get delayed because of the laborious process of last-minute gate-checks; passengers get frustrated by unexpectedly having to hand off their precious hand luggage. During this presentation, we will show you how we use design thinking to solve the issue. We will take you on a visual journey and show that the solution can have more impact compared with bigger bins and stricter checks.

Audience will learn:

• Visual overview of handling of hand luggage by KLM
• Identification of underlying problems regarding hand luggage
• How design thinking can be applied in aviation
• Overview of possible solutions to address hand luggage problems
• Recommendations for future handling of hand luggage by KLM