Personalization for the Onboard Portal

Personalization for the Onboard Portal: Enhancing the passengers' inflight experience by emotion and data-driven design

Wu, Jeannie (TU Delft Industrial Design Engineering)

Calabretta, Giulia (mentor)
Govers, Pascalle (mentor)
Babaloo, Vahid (mentor)

Delft University of Technology

Strategic Product Design

2018-04-26

Through the three diamond design approach, a research to enhance the customer experience using personalization for KLM’s onboard portal is identified. To do so, a framework that merges emotion-driven design and data-driven design models together to aid in building an emotional, intimate customer relationship is utilized. This framework has aided in the design of a personalized, interaction onboard portal that enables the business, frequent flyer to feel relief for a convenient, smooth travel journey. In addition, an implementation plan to reach personalization is established.

KLM
Emotional-driven
data-driven
Onboard portal
inflight

http://resolver.tudelft.nl/uuid:d231323c-030f-4146-8c46-27ab121f12c5

Campus only

Student theses

master thesis

© 2018 Jeannie Wu