House of KLM

Create the most attractive lounge in the world that brings to life the KLM brand in a valuable way for travellers and becomes a destination in its own right. This was the brief for the project. After booking, during check-in, during ‘prepare for travel’ and when at Schiphol or in transfer at Schiphol. The lounge can be a lifecycle touchpoint on it’s own. With a team I researched the current customer and employee experience in the Crown Lounge and how Lounge services could be integrated in the Digital Ecosystem. We presented the results in a desired customer journey that sketched out new technology and features in current touchpoints of the booking flow, check-in flow and other digital touchpoints. And how this could fit in the new interior design of the Lounge, You can currently visit the new lounge at Schiphol :) If you want to know more details about the background of this project, drop me a line :)