The goal: envisioning a convenient workflow
Envisioning a new workflow that allows KLM aircraft maintenance employees to spend less time on administration, and more time doing the work they love.
The challenge: cutting down the workload
Workers struggle under a multitude of legacy IT systems and heavy workloads. The fact that they have to switch continuously between physical and digital administrative tasks and inform stakeholders leaves little room for their core expertise activities.
Our approach: combining knowledge and insights
We interviewed business stakeholders and shadowed employees during their work to gain an understanding of their activities and challenges. We combined these findings with our knowledge of digital systems to imagine a future workday.
The result: efficient way of working
The newly proposed employee journey called ‘My Component’, provides a number of solutions. It allows maintenance employees to spend less time on administrative tasks, and more time on their core expertise activities. And stakeholders gain better insight into the complex processes, timeframes and component status.
The details: multiple digital solutions
The employee journey includes four main digital solutions: a single-point-of-access IT system so employees can access information easily, trackable components, context- and role-specific user interfaces and data-driven forecasts.
Partnership KLM & Mirabeau
As an important partner of KLM for over 12 years, Mirabeau helps the airline in the field of digital strategy and design to become the world’s most efficient, innovative and customer-centric network carrier. The Component Services department is part of the Digitizing Employees trajectory to empower KLM employees with digital tools to make their work more efficient, easier and enjoyable. Besides Component Services, we also followed the employee journeys of KLM Cabin Crew, Cockpit, Ground Services, Cargo, Base Maintenance and Engine Services.
Read more about the smart applications we developed for KLM Base Maintenance and KLM Engine Services.
Do you want to know more about this case or our other work in Travel & Hospitality? Contact Oana Camenita, Client Partner Travel & Hospitality.