Schiphol Client Story

Since April 1, 2025, a fresh breeze has been blowing through the terminals of Schiphol. With the launch of new cleaning contracts, the airport decided to approach the partnership with its vendors fundamentally differently: more data-driven, more transparent, and with a strong focus on the people on the shop floor.

The Challenge: A dynamic world without a '9-to-5' mentality

An airport is not an office where the lights go out at six o'clock. "In a dynamic environment like Schiphol, something is always happening," Martijn explains. "It is less predictable and manageable than a university or an office building."

The challenges are significant:

• Impact on experience: There is a direct correlation between cleaning quality and how passengers experience the airport.
• Scarcity of professionals: The cleaning market is tight, especially during holiday periods when cleaners themselves naturally want time off.
• Complex operations: Working behind security requires the right clearances and screening, making ad-hoc scaling difficult.

To solve this puzzle, there was a need for a product that consolidates all data streams—from the familiar 'smiley feedback boxes' in the restrooms to projected passenger volumes—into a single, clear insight.

The Approach: Design as a bridge between data and user

Schiphol assembled an Agile product team featuring front-end and back-end engineers, with a crucial role carved out for UX design from Hike One. "Building a dashboard that actually gets used is a distinct craft," says Martijn.

The collaboration centered on deeply understanding the needs of all users: from service managers and planners to supervisors on the floor. The designer from Hike One translated complex business requirements into a practical, usable design. Working in short, agile sprints, designs were directly tested with end-users, enabling the team to pivot incredibly fast based on real-world feedback.

Martijn highlights the value the designer brought: “The designer’s openness and infectious enthusiasm were a huge help in reaching out to stakeholders and building buy-in.”

The Result: Data insights that empower the floor to make a difference

The investment in design and data paid off immediately. In a short span of time, the Power BI dashboard has grown to become one of the most widely used dashboards within the organization. This success translates directly into real-world results:

Higher feedback scores: Since the transition to a data-driven approach, we have seen a significant lift in our primary KPIs.

Better conversations: The dashboard facilitates the right conversations between Schiphol and the cleaning partners, particularly when looking ahead to holiday periods.

Empowerment: Colleagues with a less technical background are now actively working with these data insights as well.

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“To me, good design is the practical translation of what a user needs. It’s not about having the flashiest layout, but about truly unlocking the value of the data."

Martijn's tips for other organizations

For those looking to tackle complex data challenges themselves, Martijn shares a few clear lessons:

• Give design a seat at the table: Make UX design part of your product team from day one; it is critical for adoption.
• Build commitment: Ensure you have buy-in from management all the way to the work floor, and invest time in the right people.
• Less is more: Start with a version 1.0 and iterate based on feedback. Don't try to make everything perfect all at once.

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Do you also want to unlock the value of your data with a design that creates real impact?‍

Schedule a meeting with one of our strategists to explore how we can help your team.