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Giving passengers the confidence to control their journey

Self-service experience

KLM

To enhance the experience of KLM’s customers at the airport, we designed their first self-service kiosks.

Our goal was to create an intuitive and efficient experience for all types of passengers, giving them the confidence to print boarding cards, change flights or buy extra services on their own.

Duration

4+ months

Tools

User research
Intuitive design
Rapid prototyping
Design upgrade

 

KLM checkin
KLM checkin
KLM checkin

Traveller’s needs

The self-service kiosks are used throughout Schiphol, for check-in, transfer and other services, such as helping passengers manage lay-overs or issuing vouchers.

We designed the original interface years ago, based on extensive research of passenger needs and endless rounds of rapid prototyping. Today, the core experience at the kiosks is just what it was when first designed – freshened and updated to be sure – but still grounded in the traveller’s needs, and still working for 12 million passengers per year.

Since then, we’ve improved the experience – for example designing out the self-service bag drop experience and creating the user requirements for the new hardware at Schiphol and Charles du Gaulle.

No one can get into the passenger’s mind like Cnote can, and translate these needs into an experience that works.

Facts & figures

225

Passengers interviews

34

Rapid prototyping rounds

12.000.000

Passengers per year

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