Keeping travellers connected
KLM
Europe's largest airline
The design and launch of an Apple Watch app to enhance the travel experience.
CHALLENGE

Delivering KLM's digital services through the Apple Watch required a deep understanding of the context in order to enhance rather than confuse the travel experience.

process

"
In order for the Apple Watch to make sense, it has to let you do things faster than taking your phone out.

WIRED
Apple WATCH REPORT
ONE
SOLUTION/FIT

To kick things off we conducted a series of stakeholder workshops to understand where the opportunities for the Apple Watch lay.

EXAMPLE SCENARIO EXERCISE
ONE
SOLUTION/FIT

Following the workshop we plotted each of the opportunities along the travel journey, cross referencing with the other channels and services.

ONE
SOLUTION/FIT

Following the workshop we plotted each of the opportunities along the travel journey, cross referencing with the other channels and services.

ONE
SOLUTION/FIT

We then created a series of sketch designs using AppleWatch guidelines, to raplidly visualise each of the opportunities.

TWO
prioritising

We then prioritised each of the features against how well they delivered on need, context and speed.

ONE
prioritising

A timeline of your flight, with info based upon context shows what you need, when you need it.

ONE
prioritising

One tap access to your boarding pass, means a smoother experience at the airport.

ONE
prioritising

A timeline of your flight, with info based upon context shows what you need, when you need it.

ONE
SOLUTION/FIT

Using geofencing and time, it was possible to deliver notifications highlighting the next best action as well as surprises such as lounge access when nearby.

ONE
SOLUTION/FIT

Within just four, two-week sprints the app was released on the App Store and began to work seamlessly with the rest of the KLM ecosystem.

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