As part of a project for Schiphol, we had to map the journey customers have to go through when it came to travelling. We divided in the journey into different steps and specified which information was critical, important and nice to have. The information need is very much depending on which step the customer is in. We wanted to make sure we cater for the whole journey, not only when entering the airport. We included all steps from preparation to getting to final destination. We also included an additional sub-journey we call greeter journey. These people could be someones parent or someone caring for an elder passenger who needs help. It can also be a friend or partner. We discovered that there was a multitude of frustrations and worries along the journey. Fortunately Schiphol airport is very technically advanced and were open for technology solutions.