KLM OnBoard

Company: KLM
Completion: 2016
Project scope: Formulate a strategy for a personalized onboard e-commerce experience
Design activities: User Research | Customer Journey Mapping | Graphic Design | Animation | Concept Development

This project regarded the development of a concept and implementation plan for the (on-board) product sales system of the KLM. By means of customer journey mapping and a context mapping, we researched the experiences of users of KLM on Schipol Airport. The outcomes of these user research methods and literature research were the bassis of the new sales platform that we designed and proposed during a pitch presentation. The platform would engage the users in a personalized manner, making it possible for the KLM to approach individual customers with more appealing product offers.