KLM

Service design and managing designers

Project

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.

Timeline

Jun. - Dec. 2017 (7 months)

Role

UX Lead

Activities

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.

Deliverables

Employee journeys and user research reports.

Tools

Sketch.

Examples

Mapping the cabin crew employee journey via interviews at the KLM crew center

Observing iPad use by flight attendants during boarding of the airplane

Shadowing the TC (Technical Coordinator) while loading the airplane

Working as a flight attendant on a flight

Part of the cabin crew employee journey combined with the customer journey

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