MISSON

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.

MY ROLE

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.

APPROACH

Discover & Understand

Meet with KLM stakeholders, interview passengers and airport staff, walk-thru multiple airport terminals and checkpointsand potential kiosk locations.

Ideate

Create kiosk screens flows and wireframes for multiple use cases. Create animation screen flows for embedded videos/demos.

User Testing

Test mockups with users at airports and in-lab testing. Observe users using prototypes of screens as well as kiosk hardware to understand how the screens work with input slots on kiosk. Validate kiosks will work for user context (height, luggage, surrounding noise, sunlight, etc.)

Final Design Delivery

Create final visual design for every possible screen (200+) to cover each use case and workflow.

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

IMPACT

2 Million Passengers

Every year, over 2 million passengers successfully used the kiosks

Air France

The designs and flows were duplicated for AirFrance Kiosks, with AirFrance branding

Continuous Improvement

Over a number of years, CNote and I worked with KLM to add more features and services, and to test and improve the Kiosk experience.