KLM royal dutch airlines:::ground crew app suite
UX Design Case Study
Starting in 2018, KLM engaged in a lengthy review of it's ground crew operational procedures. The result of the review revealed a list of big ideas that, when given the proper tools and technology, would allow employees to enhance communications, efficiency, and workload.
Over the course of a 5 months period I worked many with employees from a wide variety of departments to brainstorm, mold ideas, and eventually design 5 separate apps. These screen designs had to adapt to multiple device types including; iPhones, iPad Mini, iPad Pro, and Apple Watch. Each app included 3 to 5 days of well-planned, intense, enterprise design workshops where, through group interviews, I would lead a team that included UX Designers, Visual Designers, and Architects in the exploration of every detail of a day-in-the-life of the users . The outcome of the workshops resulted in a clear picture of where a well designed app could assist the requirements of KLM. The feedback was crucial in allowing me to select processes that would benefit from the use of various device-related technologies such as geo-location recognition, camera scanning, augmented reality, and more.
Working with end user, allowing them to be part of the design process, gaining their trust, and ultimately providing them with functional prototypes by the end of the 3 to 5 day workshops proved to be an invaluable early step in the creation of the finished product. Maintaining the KLM employee and customer relationship through weeks of design iterations, and agile sprint demos was key to the acceptance and adoption of the final apps.
About the Projects
Project Brief
The ground crew of KLM needed changes. Operationally there was lack of instant communication between employees, baggage and transportation crews were wasting time waiting at the wrong locations for aircraft and flight crews that had been diverted elsewhere. Also, bagagge trains were travelling to various gates around the large airport with no route planning and no way of knowing if flight details had changed. The combination of all these issues was leading to longer employees hours and lengthy wait times for both flights and passenger bagagge pickup.
KLM gathered various groups of ground crew employees and management that could provide feedback and help describe the problems they face on a daily basis. Each group was assigned to a specific app and tasked with working to help create a new way of doing things. Each group had a unique process and specific ideas of how their work life could be improved and how they could optimize efficiency.
My Roles
- Facilitator and UX Lead for all workshops at the Apple head offices and other locations in Amsterdam.
- Lead design and creative direction of both European and North American employees
- Present screen mockups and animations for customer sign off.
- Provide complete package of final approved designs and prepare for iOS developer handover.
- Build and maintain a positive client relationship throughout the duration of the various projects.
- Interpret and deliver ad-hoc client requests, providing expertise, recommendations, and feedback.