KLM
UX/UI design (lead)
CX strategy
Interactive prototype
User research and testing
Brand and style guidelines
Conversational AI
Design system
KLM Engineering and Maintenance provides repair, logistics and warehousing of aircraft components for airlines worldwide. We envisioned a workflow that empowers aircraft maintenance employees.
Anthropology
Workers told our anthropologists they struggled under a multitude of legacy IT systems and heavy workloads. We dug deeply into their processes and analysed areas for improvement.
Anthropology
Workers told our anthropologists they struggled under a multitude of legacy IT systems and heavy workloads. We dug deeply into their processes and analysed areas for improvement.
The newly proposed workflow will allow employees to spend less time on administration, and more time doing the work they love. Stakeholders gain better insight into the complex processes, timeframes and component status.
Hands on metal
Anthropologists have analyzed the workflow of the aircraft maintenance employees using in-depth interviews and participant observations. An important key insight is that workers want more focus on the work they love, hands on the metal. This insight led to a radical automation of the paper administration.
For more than 10 years we have strengthened KLM's digital brand identity and designed the current booking tool for the KLM e-commerce environment.
The renewed workflow has won the golden Dutch Interactive Awards 2017, category b2b.
