KLM Appy2Improve App
BUSINESS IMPACT |
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- Implementation of "one-question-survey" method in KLM user research workflows and processes. |
Project Summary
KLM Royal Dutch Airlines sought to enhance the operational experience of their Ground Services staff through improved digital tools and training support. The existing systems lacked streamlined feedback mechanisms and failed to support ongoing learning, leading to inefficiencies and limited employee engagement with internal processes.
Design Outcome
For this project, I led a team of interns in:
Conducting a comprehensive 3-month research study to uncover key pain points, needs, and preferences among Ground Services employees.
Designing and validating a new training and feedback feature "Appy2Improve" within KLM’s internal iPad app to support continuous learning and process adoption.
Acting as both Team Lead and Main Researcher, I oversaw the research process, ensured effective collaboration, and maintained alignment between stakeholder goals and user needs.
The project outcomes led KLM to explore the adoption of a “one-question survey” model across operations, aiming to streamline training feedback loops and improve employee engagement.
