Delft University of Technology

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 KLM, Transavia, Aeromexico, Scarabee, Vanderlande 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 - 14 March
Session:
Customer Service & Passenger Experience


14:30 - 15:05 - Change is the new normal: the X-way of working
Synopsis: There is quite a difference between what you promise as an airline and what passengers actually experience. How do you bridge that gap? KLM decided to build a platform for co-creating the future of the passenger experience with employees and passengers: 'X' with the support of TU Delft. X started off with the X-gates, three actual gates at Schiphol Airport where the existing airport processes are improved in the ongoing operations through thematic sprints. X-gates is now being extended towards co-creation inflight. The first X-flight has already taken place towards San Francisco.

Audience will learn: