This document discusses redesigning KLM's website to make it easier for customers to find the most suitable flights. It describes conducting user research through interviews and prototypes to understand customers' needs. Two interface concepts were tested, and one was found to be more successful based on subjective measures of confidence, satisfaction, and purchase intention. The redesign involved a multi-year process of concept development, design, testing, and transition to a new platform. The result was a website that better supported customers in selecting flights.
52. “Find a suitable
flight”
+ Satisfaction
+ Actual behaviour:
- Time, clicks, selected flights
53. Candidate A Candidate B
“separated” “paired”
Objective measures:
Non conclusive!
- Same amount of time
and clicks needed.
- Equally successful in
finding best flights
54. Candidate A Candidate B
“separated” “paired”
Subjectives measures:
We have a winner!
- More confident
- More satisfied with
chosen flight
- Bigger intention to
book
55.
56. 450.000 lines of code
New server park
New call center
Transition to new
ticketing platform