Designing and testing a digital platform for supply chain interaction within an airline.
My role in this project
Service Designer and Researcher
-
Responsible for workshop facilitation and interviews.
-
Lead the development of problem statement, design vision and goals.
-
Supported in the creation of the prototypes and user testing material.
Context
KLM’s aim is to be the most customer centric airline in a world where passengers are expressing and changing their demands increasingly frequently. This results in a necessary constant flow of changes in product and service offerings which calls for a supply chain that is more agile, flexible and reduces lead times.
Approach
The approach included research and user testing
-
Several interviews with users and SMEs
-
1 survey for employees
-
3 user tests
A final user test was executed with four employees representing different IFS departments. Participants managed to reach the correct information within few seconds and they highlighted that these tasks are much slower in the current way of working because of the necessity to ask for information to colleagues or looking for the right documents.
Problem
The airline constantly deals with new product and service changes. Initiation of these changes come from customer and crew feedback, logistic problems or changing regulations. Employees prefer to meet in person and have verbal agreement when they need to make decisions. This causes information to be hidden and scattered and prevents decisions from being explicitly shared and documented.
Outcome
Working prototype:
KLM Trax is a web-based platform that can be accessed from every device. It provides an overview of the currently ongoing changes and allows users to dive deeper into detailed information. It acts as an online platform that provides a common view on changes in order to bring all stakeholders be on the same page. The concept partly eliminates unnecessary procedures and efforts, such as sending emails, calling people, seeking documents to find certain information regarding a change.
Deliverables: video
Testing the prototype
The final prototype
Validating the prototype
