To help passengers of all types, ages, and technical proficiencies with an intuitive experience using kiosks to print boarding cards, change flights or buy extra services as KLM terminals worldwide.


As Lead UX Designer on this project, I conducted initial discovery research, interviewing  many passengers and with internal stakeholders to define all the use cases, understand user contexts and identifying opportunities and success factors.

I also created all the concept designs, interaction flows and wireframes as well as all visual designs for 200+ kiosk screens.


Generative & Evaluative Research

Observe passengers using  kiosks, interview passengers, test Kiosk hardware and screens.

  • 225 User interviews

  • Field research for optimal kiosk hardware designs

  • 3 prototypes of kiosk hardware tested

  • 20+  screen prototypes over 3 years

  • 12+ user tests of prototypes

Designing the touch screen experience

Create functional flows, wireframes, and final visuals for all kiosk screens

  • 225 User interviews

  • 34 prototyping rounds

  • 200+ screens designed

  • 10+ rounds of new features over 3 years