Service Recovery Strategy (KLM Airlines)

Service Recovery Strategy (KLM Airlines)2019-01-26T19:21:49+00:00

Project Description

KLM Service Recovery

Repositioning of online service recovery service and content for KLM flights and baggage. Designed the concept and interaction around flight issues for online and mobile. Concept was embraced throughout all customer touchpoints.


  • Contextual research of passengers’ needs in case of issues
  • Review of the current experience including complaints data
  • Interviews with passengers after service recovery contact
  • Concept design: one stop solution center
  • Smartphone app design: flight info
  • Interaction design: flight rebooking (online and kiosk)

About My Work

I help companies shape, design, and deliver extraordinary end-to-end customer experiences. I look at human behavior from different perspectives to gain insights, envision ideas, and seek the right solutions; solutions that not only fulfill base needs, but also evoke positive, emotional, and memorable responses. while providing a delightful customer experience.

Recent Works