This graduation project investigates KLM’s Unaccompanied Minor (UM) service, with the objective of enhancing its effectiveness and alignment with KLM's branding and operational goals. Using the Double Diamond design methodology, the project is structured into four key phases: Discover, Define, Develop, and Deliver.

Discover
Research uncovered key challenges within the current UM service. These include inefficiencies in communication, operational bottlenecks, and user discomfort with existing tools, such as the UM necklace wallet. Insights were gathered from interviews with caregivers and minors, on-site observations at Schiphol Airport, and analysis of customer feedback. Emotion maps and a stakeholder map provided a clear visualization of the pain points and interactions throughout the UM journey.

Define
Insights from the Discover phase were synthesized into actionable goals to address the identified challenges. These goals included creating a seamless, reassuring experience for minors, improving caregiver communication, and ensuring alignment with KLM’s brand values. The UM service journey was mapped to highlight specific areas for improvement, laying the foundation for targeted redesigns.

Develop
Solutions were developed to address these challenges, including a redesigned UM necklace wallet featuring eco-friendly materials and improved visibility of flight details. Enhancements to the Junior Jet Lounge were proposed to create a more engaging and child-friendly environment. Additionally, digital tools were designed to streamline caregiver communication and offer real-time tracking of the minor’s journey. Visual prototypes and customer journey diagrams were created to illustrate these proposed changes.

Deliver
The proposed solutions were tested with users to validate their effectiveness. The redesigned UM necklace wallet and updated lounge facilities received positive feedback, improving both usability and customer satisfaction. A Future Roadmap was developed to guide the phased implementation of these solutions:
•Short-Term Goals (0–6 months): Launch of the enhanced website, rollout of a redesigned UM wallet, and implementation of an updated AFS UM desk design.
•Medium-Term Goals (6–18 months): Expansion of the Junior Jet Lounge and a unified check-in desk.
•Long-Term Goals (18–36 months): Standardization of UM processes globally and development of an all-digital UM journey.
This roadmap ensures that improvements are implemented strategically, with room for continuous evaluation and refinement based on feedback.

Results and Impact
By addressing the identified challenges and implementing the proposed solutions, this project positions KLM’s UM service as a best-in-class offering. The focus on safety, clarity, and user-friendliness aligns with KLM’s brand values of care and reliability, fostering trust and loyalty among both minors and caregivers. The phased approach outlined in the roadmap supports sustainable growth and ensures that the service remains adaptable to future needs.