This document summarizes Lennart Overkamp's work charting the employee journey at KLM Component Services. It describes a 4-step process: 1) research and analysis through interviews and observations, 2) employee workshops to validate understanding and co-ideate solutions, 3) ideation and testing including creating a storyboard of the employee journey and brainstorming digital solutions, and 4) gathering feedback and presenting results. The goal was to envision new digital solutions and ways of working for KLM CS employees. One proposed solution presented is "BAS", an undercover agent app that allows employees to track components anywhere by uploading photos.

1. Charting the Employee Journey
Lennart Overkamp
@OverkampLennart
Lessons learned at KLM Component Services

2. Lennart Overkamp
Interaction & Service Designer
@OverkampLennart
lennartoverkamp@gmail.com

7. https://www.youtube.com/watch?v=m4lsX-Saw-Y
The Hangar of the Future

9. KLM Component Services

14. Envision new digital solutions and a new
way of working for KLM CS employees as a
starting point for development.

15. #1
Research &
analysis
#2
Employee
workshops
#3
Ideation &
testing
#4
Results &
follow-up

16. #1
Research &
analysis
#2
Employee
workshops
#3
Ideation &
testing
#4
Results &
follow-up

17. Interviews with management

18. Shadowing and inquiring in context

19. passion

20. #1
Research &
analysis
#2
Employee
workshops
#3
Ideation &
testing
#4
Results &
follow-up

21. Fine-tuning the scope

22. Validating and improving our understanding

23. Co-ideation with the brain-writing technique

24. #1
Research &
analysis
#2
Employee
workshops
#3
Ideation &
testing
#4
Results &
follow-up

25. Mapping the first draft of the employee journey’s process

26. Brainstorming and prioritising digital solutions

27. Creating a storyboard of the employee journey

28. Gathering feedback from management and employees

29. #1
Research &
analysis
#2
Employee
workshops
#3
Ideation &
testing
#4
Results &
follow-up

30. MEET BAS
—
Undercover agent

31. The client
takes photos of the
component and
the packaging.
The photos are
uploaded to KLM
right away.

33. Track components anywhere, anytime

34. Data-based predictions

35. Digital dossier for each component

36. Context- and role-specific user interfaces

37. Transparency for the customer before, during, and after service

38. follow-up

39. My lessons learned

40. 1Performing thorough research
is vital for design.

41. 2Take time for understanding.

42. Scoping is absolutely essential.
3

43. Embrace stakeholder management.
4

44. Involve all layers of the organisation.
5

45. Bas Barten
Creative Lead
Dimitri Teunissen
Creative Director
Jasper van Staveren
Photographer
Lennart Overkamp
Interaction Designer
Mariëlla van de Stolpe
Visual Designer
Thalita Kuijper
Project Manager
Nadine Popping
Intern Interaction Design