Personalization for the Onboard Portal

Enhancing the passengers' inflight experience by emotion and data-driven design

Master thesis (2018)

Authors

J.L. Wu Industrial Design Engineering

Contributors

G. Calabretta (mentor)
P.C.M. Govers (mentor)
Vahid Babaloo (mentor)
Faculty
Industrial Design Engineering, Industrial Design Engineering
Copyright: © 2018 Jeannie Wu
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Published Date

26-04-2018

Language

English

Reuse Rights

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Faculty

Industrial Design Engineering

Abstract

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.