Speaker Biograghy: Christine is an Assistant Professor in the Faculty of Industrial Design Engineering at Delft University of Technology. She investigates Designing User-Centred Organisations within the aviation industry. Main areas of her work include service design and user-centred design, and how this supports organisations to differentiate and remain competitive looking at the entire passenger journey. Christine collaborates with different organisations in the industry such as Zodiac Aerospace, Vanderlande, Scarabee, KLM and airports such as Schiphol and Hamburg. One of her classes was awarded the Crystal Cabin Award in 2014, a prestigious award within the aviation industry.


Day 1 - 15 March
Session: Customer Service & Passenger Experience

09:10 - 09:35 - Creating momentum for innovation in KLM through design
Synopsis: 115 design students, 3 months and 13 projects = gaining momentum for innovation in KLM. Engaging employees all over the organisation, providing a new perspective on the current business, and being able to tackle urgent problems all at once created a ripple effect within KLM. This presentation shows the results of the KLM Design Challenge, covering topics ranging from creating a future scenario, digitising operations, new gate concepts and a new concept for the Crown Lounge.

Audience will learn:

• Twenty-six different innovative concepts that support airline differentiation
• Different angles on innovating within KLM
• New approach to gaining momentum for innovation in an airline
• Airline-university collaboration