From Chaos to Cohesion

Designing Disruption and Refunds.

KLM Digital Studio develops iPad apps to provide employees with up to date information for them to deliver the best service to the customer as possible.

Problem

KLM required digitizing of processes to both make them more agile and provide new features, to be able to cover the majority of customer needs

Solution

Provide digital solutions that join stakeholder, user and customer needs in the most efficient way by:

• Performing user research with involved actors

• Analyzing current processes

• Working closely with POs, BAs and architects/devs of multiple teams

• Developing both aesthetic and practical solutions to the product strategy. 

Communication

Requirements: Improve customer NPS by optimizing the communication between actors.

By analyzing the communication between the different teams working during the customer journey we discovered several pain points.

We improved the issues by creating a feature within all of the apps to share important customer information with the next touch point. So, if a ground agent was not able to solve a customer need, this information can be sent to the next actor (lounge agent, cabin crew, destiny airport agent, etc…) so they are able to act on it.

Boarding

Requirement: Speed up and optimize the boarding process via iPad

Several processes take place during boarding, all of them are related and interfere with each other, that’s why we had to create a solution to optimize the processes.

There were several processes that had dependencies, others that could have been improved, and others that weren’t valid anymore and needed to be translated into a digital platform. After a deep investigation in place, intense user research, managing several user councils together with a design sprint and doing several design iterations with prototypes, we could improve the process of boarding.

All of the above mentioned actions provided: better decision making, freedom, independence and time optimization within the boarding process.

Some of these improvements meant:

• Including several new features within the app for employees to be able to solve situations on the spot instead of delegating them to another part of the team.

• Flight ticket scan to shorten board timing

• Remove information dependencies on other systems and provide information within the app to ease employees’ work and improve the decision making process.

Lounge ancillaries (shower and sleep cabins)

Requirement: Include 2 new selling ancillaries within the app to cover the new demand on showers and sleep cabins built in Non-Schengen Crown Lounge.

The construction in KLM International Lounge at Schihpol airport of a “Sea area” with showers and sleep cabins brought us the requirement of including a new section within the app

We had to work closely with stakeholders, B2C teams and information architects in order to align these new features within all the platforms (KLM website, airport kiosks, customers app and Appy2Help)

After several user research, data and dependencies discussions with architects, design iterations with employees, we created a new flow for lounge employees to be able to reserve, modify and pay reservations for these new utilities.

Other subjects worth mentioning

• Improving an existing feature to add, modify and pay passenger baggage within the check-in process in a friendlier way

• Collaborating with PLUG project on designing the interface in a clearer way plus provide user feedback from user research.

• Organizing user councils to collect user feedback from agents working on international airports all around the world and turn those finding into geo based requirements.