Empowering KLM Employees

KLM Digital Studio specialises in developing iPad apps that empower employees with up-to-date information enabling them to deliver exceptional customer service. The projects focused on digitising processes, optimising communication, and streamlining various operations to cater to the majority of customer needs efficiently.

Project objectives

Digitize processes to enhance agility and introduce new features to meet customer needs effectively.

Improve communication between different teams during the customer journey to elevate customer satisfaction.
Optimize the boarding process via iPad to expedite and simplify the boarding experience.
Include new selling ancillaries within the app to cover the demand for showers and sleep cabins in the Non-Schengen Crown Lounge.

The Process

User Research and Analysis:

Conducted user research involving employees, stakeholders, and customers to understand their pain points and gather insights for digital solutions.
Analysed existing processes and identified areas for improvement and digitisation.

Collaboration and Development:

Worked closely with POs, BAs, and information architects/developers from multiple teams to align design efforts and technical limitations with business goals.
Developed practical and aesthetically pleasing solutions to enhance the overall product strategy.

Case studies

Hey, just a heads up! Since this app is for internal use only, I can't share screens publicly. But don't worry, if you have any questions during the interview, feel free to ask, and I'll gladly show you the app's features!

Communication Optimization

Through an analysis of communication practices among diverse teams during the customer journey, we discovered several pain points. One prominent challenge was the utilisation of a communication tools, such as a portal phone, which interfered effective collaboration as not all touchpoints could communicate through this medium.

In response, we implemented a feature across all apps, facilitating the seamless sharing of crucial customer information with next customer journey touchpoints. For instance, if a ground agent encountered an issue beyond their scope, this information could now be effortlessly relayed to the lounge agent, cabin crew, destination airport agent, etc, empowering them to take prompt action. This integration not only enhances inter-team cooperation but also significantly improves the overall efficiency of customer service at every stage of the journey and ensure a satisfying customer experience.

Speed up and optimize the boarding process

During our analysis, we identified multiple processes involved in the boarding procedure. Some of these processes were dependent on others, while some had room for improvement. Additionally, certain processes were no longer relevant and required migration to a digital platform. To enhance the overall boarding experience, we conducted extensive user research, and performed various user councils. Through design sprints and multiple design iterations using prototypes, we successfully improved the boarding process.

Our efforts resulted in significant advancements within the boarding process, offering benefits such as improved decision-making, greater operational freedom, enhanced independence, and time optimization. Notable improvements included:

Empowering employees: We integrated new features into the app, enabling employees to resolve issues on the spot, reducing the need for delegation to other team members. This newfound capability streamlined operations and improved overall efficiency.
Speed up boarding: By incorporating flight ticket scanning capabilities, we managed to reduce boarding times, facilitating a more seamless and time-efficient experience for both employees and passengers.
Eliminating information Dependencies: We minimized reliance on external systems by providing relevant information within the app. This not only simplified employees' tasks but also enhanced the decision-making process, leading to more informed and confident choices.

New Ancillaries for Crown Lounge

The demand for showers and sleep cabins in the newly constructed "Sea area" of the Non-Schengen Crown Lounge at Schiphol airport prompted the inclusion of two new ancillaries within the app.

Through extensive user research, data analysis, and in-depth discussions with architects to address dependencies, we iteratively designed and refined the reservation process. The resulting flow enables lounge employees to efficiently manage reservations, modifications, and payments for these new utilities. This enhancement ensures a smoother and more enjoyable experience for our customers within the lounge.

To seamlessly integrate these features across all platforms (KLM website, airport kiosks, customer app, and Appy2Help), we collaborated closely with stakeholders, B2C teams, and information architects.