KLM Engine Services
We envisioned a new digital supply chain for KLM Engine Services, aimed at streamlining operations, shortening timelines, and digitizing the more time-consuming aspects of the process—all while making life easier for both employees and customers.
Our team helped KLM create a framework of digital themes that would gradually improve the supply chain. This project was an exciting mix of research and strategy. I had the unique opportunity to conduct contextual research and interviews right in the hangars at Schiphol, surrounded by aircrafts—a completely new world for me to explore.
The most rewarding part was the co-creation sessions with engineers and specialists, which provided invaluable insights and built the trust needed to move the project forward. This was truly a challenging yet fascinating project, and the collaboration was key to its success.
The goal
In the competitive world of aircraft maintenance, fast turnaround times are essential. By digitizing core processes, KLM Engine Services is working to accelerate engine repairs for its B2B customers, all while upholding the highest standards of quality and safety.
The challenge
Modern supply chains involve a complex web of actors and systems, making optimization difficult without an outside-in perspective. One of the key challenges many companies face is understanding and meeting the needs of their employees. The question is: How do you successfully engage employees so they feel invested in and own the company vision?
Our approach
We shadowed key employees and actively involved them in co-creation and validation sessions throughout the process. This collaborative approach led to the presentation of digital concepts for an optimized future supply chain, which were shared with both management and employees. These concepts are now in development, with the first MVP successfully launched.
My contribution to this project
Business stakeholder interviews
Shadowing sessions
Contextual inquiries
Storyboarding
Co- Creation Workshops
Research Analysis into a tangible framework
Digital Concepts with a futuristic supply chain
Team
Product Owner (KLM)
Business Consultant (KLM)
Design Lead (me)
Service and UX Designer
Visual Designer