Giving passengers the confidence to control their journey

Self-service experience


To enhance the experience of KLM’s customers at the airport, we designed their first self-service kiosks.

Our goal was to create an intuitive and efficient experience for all types of passengers, giving them the confidence to print boarding cards, change flights or buy extra services on their own.


  4+ months


  User research
  Intuitive design
  Rapid prototyping
  Design upgrade


KLM checkin
KLM checkin
KLM checkin

Traveller’s needs

The self-service kiosks are used throughout Schiphol, for check-in, transfer and other services, such as helping passengers manage lay-overs or issuing vouchers.

We designed the original interface years ago, based on extensive research of passenger needs and endless rounds of rapid prototyping. Today, the core experience at the kiosks is just what it was when first designed – freshened and updated to be sure – but still grounded in the traveller’s needs, and still working for 12 million passengers per year.

Since then, we’ve improved the experience – for example designing out the self-service bag drop experience and creating the user requirements for the new hardware at Schiphol and Charles du Gaulle.

No one can get into the passenger’s mind like Cnote can, and translate these needs into an experience that works.

Facts & figures


Passengers interviews


Rapid prototyping rounds


Passengers per year

Want a project like this? Contact Sophie

Other cases

Waiting experience

UMC Utrecht

view case

Tablet assisted sales

De Bijenkorf

view case

Startup in Residence

City of Amsterdam

view case

Who is the customer?


view case

Improving passenger experience


view case

Bag drop-off


view case

Project lead CS program

Global sports brand

view case

College choice tool

Ministry of education

view case

Start-up accelerator

Collider Amsterdam

view case

Customer discovery

The Social Handshake

view case