Mapping the ideal journey for a better experience

Passenger Experience


KLM’s holiday-loving subsidiary Transavia asked us to look into their online and offline experience for digital improvements.

Through extensive research with employees and passengers (and a couple of flights of our own), we delivered several resources for Transavia’s internal teams to improve their service.


  3 months


  Expert review
  Journey mapping
  CX strategy

10 areas of improvement

For this project we mined data from different sources – survey results, flight figures, complaints and interviews with staff and passengers – to map out the ideal customer journey, always keeping the Transavia brand in mind.

Along the way, we discovered 10 key issues that were keeping the Transavia experience from being great. To address these, we designed materials for the internal marketing and e-commerce teams to utilize in their work to keep the customer engaged at each touch point.

We also created resources available to all employees to maintain a consistent brand experience with detailed information about what the customer wants at each stage of the journey in order for Transavia to design their website and email life cycle.



Facts & figures


Flights to experience Transavia


Improvements to implement


Ideal passenger experience

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