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.
Activities
- 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)
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)
