UX Designer Mobile
KLM Royal Dutch Airlines
From 2017 till 2022 I have worked as a UX Designer in the mobile apps team of KLM. This team is responsible for the commercial iOS and Android app of KLM.
App refresh
As UX Designer at the mobile team I was responsible for the app refresh for both brands. It was our goal to make the application the ideal on the go travel companion. With the unique location aware features only a smartphone holds it's the perfect touchpoint during travel.
Up until that moment the app had been static. The information didn't change whether it was 100 days or 1 hours before take-off. A missed opportunity!
We got together with our users and sketched out a new KLM mobile app. An application that would guide you during your travels each step of the way. Through several iterations we created 'Contextual My Trips' a completely dynamic & customizable home screen for our users.
Testing at Schiphol
During my time at the mobile department I set up the usability testing proces at Schiphol. The design team would be at the airport one day a week for testing. Small feature or big flow that didn't matter, the connect with our end user is what did.
Within the department it was a great succes. Business stakeholders could sign up their 'case' for testing and the design team would involve them every step of the way. This way the mobile department didn't release a single feature that wasn't supported by our
user or business.
Digital lounge experience
The KLM Crown Lounge has the ambitious goal to become 'the best lounge in the world'. Of course we wanted to help offer stellar service to our valued KLM customers.
The ground department in charge of the lounge approached the design team to come up with a better way of requesting service (change of ticket, request for sleep cabin, etc.) in the lounge. The process at that time was pretty straight forward: you stand in line until an agent is ready to help you. Not five star service at all!
With the team we did research sessions to figure out a way to improve requesting a service. We spoke with customers, agents and even did a couple role play scenario's to verify our new way of working.
What we came up with is a digital queue accessible through phone, laptop or physical pillar inside the lounge. A customer can take a seat, pinpoint themselves and an agent will come to find & help them. This way a customer can fully enjoy their stay of the Crown Lounge.
