Prof Sicco Santema, Professor of Business Marketing and Supply Management, Delft University of Technology, Netherlands

Speaker Biograghy: Prof. Dr Sicco Santema is Professor of Marketing and Supply Management at Delft University of Technology, with a specialisation in Design for Aviation. This industry is orientated to move people from A to B, realising the passenger journey and experience. His research results in a smoother flow through the airport, a better connection between home and airport, a continuous experience from booking a trip to actually enjoying the trip and back. He also studies crew journeys and luggage journeys in close collaboration with industry partners such as KLM, Schiphol Airport and Zodiac Aerospace. In his educational courses he always connect companies (and people) to their customers and their suppliers by supplier-integrated design: quality goes up, price and risks go down. At the moment Prof. Santema is setting up an MSc programme in Design for Aviation.


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: