House of KLM

Create the most attractive lounge in the world that brings the KLM brand to life in a meaningful way for travelers—becoming a destination in its own right. This was the project brief.

From booking, check-in, and preparing for travel, to the experience at Schiphol or during transfers, the lounge was envisioned as a key lifecycle touchpoint.

Working with a team, I researched both the customer and employee experiences in the Crown Lounge, exploring how lounge services could be seamlessly integrated into the Digital Ecosystem. We presented our findings through a desired customer journey, identifying new technologies and features that could enhance touchpoints like booking, check-in, and other digital interactions.

Additionally, we explored how these digital improvements could align with the new interior design of the lounge, creating a cohesive and enhanced experience.

The redesigned lounge is now open at Schiphol! If you'd like to dive deeper into the background and process of this project, feel free to reach out!