KLM Royal Dutch Airlines is the flag carrier airline of the Netherlands with its hub at Amsterdam International Airport Schiphol. The Passenger Operations department develops a number of iPad apps for KLM employees, including Appy2Help (for ground agents), MyFlight (for cabin crew), FlightDeck (for pilots), Appron (for baggage workers) and Plug (for a combination of employees). For these apps, user needs had to be identified, interaction designs had to be created and user research had to be done.
Jun. - Dec. 2017 (7 months)
I was involved in two Service Design projects (for Appy2Help and MyFlight) and mapping the employee journeys of ground agents and cabin crew through interviews, observations and a card sort. I also assisted in user research for Appy2Help, MyFlight, FlightDeck and Plug including usability tests, shadowing sessions and a Google Design Sprint. Finally, as UX Lead, I supported and coached the other UX and visual designers of Passenger Operations in their daily work.