Innovation Strategy for KLM Airlines
Fall 2016 Design Strategy Project
By a team of four Strategic Product Design students.
Objective
Guide a leadership team to accelerate innovation in their department.
Capabilities in Action
Initial research
The project began with a site visit to get to know the work environment. Employees shared their experiences through empathy maps.
Mission development
The next step was to guide the leadership team to form their mission statement through a contextmapping session.
“Translate strategy into action and empower people by connecting them.”
Developing a solution
By analyzing the research artifacts and conversations, a clear opportunity was revealed: implement design methodology. How? By leading cross-functional design sprints at Inflight Services.
Collaborative Innovation Pilot
To test the hypothesis that applying collaborative design methodology would foster innovation across the department, the project team facilitated a full day design sprint. The prompt: how to introduce new cabin crew managers to their teams?
Outcome
The design sprint resulted in two viable concepts. One was introduced a month later. More importantly, the experience kicked off an internal discussion about how to continue innovating through cross-functional collaboration.
Making it stick
To further ingrain the collaborative innovation mindset, the team created a roadmap for the department.
Team
Anna Filippi, Tobias Froehlich, Anne Brus, Andre Dias
