KLM Royal Dutch Airlines is the flag carrier airline of the Netherlands with its hub at Amsterdam Airport Schiphol. Its Passenger Operations department is developing 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 (voor a mix of employees). For these apps, the user needs had to be determined, interaction designs had to be made 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 helped to map 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 and shadowing sessions. Finally, I helped with a Google Design Sprint for MyFlight and as a UX lead, I supported and coached the other UX and visual designers of Passenger Operations in their daily work.