Joined AKQA Amsterdam as Senior Designer Consultant to redesign KLM's web booking experience — making flight search, planning, and booking feel as smooth and human as the airline itself.
Client
KLM (via AKQA Amsterdam)
Duration
Aug–Oct 2015
Team
AKQA Amsterdam + KLM team
Role
Senior Designer Consultant
KLM's digital booking experience felt transactional compared to their warm in-flight experience. We needed to bridge that gap — especially for complex itineraries and multi-leg bookings where frustration was highest.
Worked in close collaboration with KLM's product team and AKQA Amsterdam across multiple design sprints. Each sprint brought us closer to a booking flow that was visually cohesive, emotionally warmer, and functionally cleaner.
Delivered a complete design set for beta.klm.com. The work laid strong groundwork for KLM's subsequent digital evolution, even though the project was redirected at the business level.
Next Project
Backbase – Digital Banking Platform