The focus of this project is a two-fold: First and foremost to design a product that stimulates interaction between humans and machines. This interaction should be motivating and encouraging. Therefore, contributing to the values and needs of users. This project demonstrates the value of gamification and intuitive design. These have a positive effect on the behavioural actions and mental state of users. Secondly, this project functions as a demonstration tool to show the possibilities of user experience. Withstanding the strategy and business aspects that are key to involved stakeholders. This project is showing the advantages of incorporating user-centred design at the beginning a project, going to iterative steps rapidly and involving stakeholders. The research is focused on warehouse employees at e-commerce companies.

Operators in warehouses feel underappreciated by their superiors. They have to work in unattractive environments with often heavy physical labour. The work is repetitive and not stimulating, next to this they have to work with complex software and in chaotic environments which limit the situational awareness. People value change and being in control of their own actions. However, the opposite is true for warehouses operators. It is not surprising that the percentage of people who change jobs is high. Due to these resignation rates, e-commerce companies invest in automation. That unlike humans can run 24/7. However, it can be stated that people will never be fully replaceable by robotics/automation. Especially in the e-commerce sector it will take some years before robotics can even be incorporated. Nevertheless, robotic arms are currently a hype and start-up companies are investing in the development of these robots.
Consequently, the first generation of robots will have to collaborate with humans, as the robots are not able to function on their own. Currently, this interaction is not designed, engineers focus on the capabilities and functionalities of robots but forget the human factor. In this project the focus is on humanizing the machines and creating a human touch that feel sincere. An interaction that motivates the users and stimulates self-actualisation.

The final design consists of the layout of the new system, an automated guided vehicle and an user interface, creating a complete ecosystem. This is designed for a specific system, already featured at Vanderlande: Airpick. Opportunities arose in this project, due to the inefficiency of the current system regarding picking. Picking is performed by operators who walk in aisles and grasp item from shelves. Important to realize is that picking is often the beginning of pre-set system, making it a vital aspect of a layout. When people cannot work efficiently the whole system behind it can never reach its full potential. The design featured in this thesis is based on the desirability of the users. Effectively stimulating a workflow that is intuitive, simple and contributes to the situational awareness. Also, it can be concluded that anthropomorphism embodiment in machines stimulates desired behaviour of humans. With attention to current developments in the robotics sector, but still enabling direct implementation. In combination with a suitable business strategy that changes incentives for Vanderlande and their clients. It will stimulate innovation and iterative decision making. Although the final designs still requires validation in a real life environment, it shows its potential as the first steps for Vanderlande to incorporate user experience in early stages of a project.

To reach the ambition of becoming Europe’s Preferred Airport, Schiphol has set targets for the satisfaction rating of various aspects within the passenger journey. However, some of these aspects are scoring below target. One of these aspects that weighs heavy on the overall assessment is the (process of) baggage reclaim. Aside from the actual waiting time, the most mentioned pain point within this process step is the ‘course of events’, rereferring to issues with crowding and congestions. Research shows that waiting in a crowded environment will cause discomfort and strengthen negative emotions. Problems with crowding are in many cases related to human behaviour. Most of our behaviour follows from subconscious decisions and mental shortcuts. As such, pedestrians automatically take the shortest route, the route of least resistance, the most direct route or just follow others. These behaviours can explain multiple bottlenecks and issues with crowding within the current reclaim areas. To prevent or mitigate these issues it is required to achieve a behavioural change on the passengers’ side. Behavioural interventions can be used to steer these automatic decisions and nudge the desired behavior. This project explores if- and how behavioural interventions can mitigate or prevent problems with crowding in order to smoothen the course of events. The insights can be used to enhance the passenger experience for the development of the A-area as well as the existing infrastructure. The preliminary design of the A-terminal is compared on similarities with the current reclaim areas in order to determine the probable bottlenecks. It resulted in six objectives that - if achieved - either create a better distribution of passengers or prevent crowding around the baggage carousels. A behavioural intervention is proposed for each of these objectives. By means of a field experiment one of the interventions is tested and validated. An overwhelming majority of passengers in reclaim area 1 tend to use only one out of two exits. It leads to a messy customs process and stagnation in passenger flow. The intervention aimed to redirect passengers to the second exit by making use of floor markings and additional signage, prompting passengers to ‘skip the queue’ when it started crowding. The first results suggest that nudges are indeed capable of steering passenger movement and path choice. However, iterations should be made on the design in order to improve its effectivity. If the effect is strongh enough, it might make crowd controllers at this area unneccessary. Overall, behavioural interventions seems to be a promising area for experiments and innovation within AAS, especially when congestions and process time are mostly dependent on passenger behaviour.