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Improving experiences while immersing employees into the travellers’ journey



Industry
AVIATION


MY CONTRIBUTION
DESIGN RESEARCH
UX DESIGN CONCEPT
UI DESIGN CONCEPT
INTERACTION PRINCIPLES
MOTION PRINCIPLES 


YEAR
2019
CLIENT
Lufthansa
IN COLLABORATION WITH
Martin et Karczinski  

CASE

Lufthansa team wanted to communicate and illustrate in a tangible way to their employees the brand experiences, the innovate solutions and the relevant touchpoints that Lufthansa’s travelers go through.

PROPOSAL
During the Roadshow, the travelers’ journey was mapped together with the customers’ needs and offered solution in form of an interactive touchscreen. The employees where able to interact and learn about all Lufthansa’s holistic premium brand experiences.








 The design process


PHASE 1 
DISCOVER
In previous workshops between Martin et Karczinski and Lufthansa, it was already established the main customer journey that travelers go through. 
The strategy team did also created five personas with individual needs in order to easily portray the customer journey in a detailed and accurate level.

PHASE 2 
STRATEGY
Our challenge was to visualize in a simple and intuitive way these complex interrelated experiences. We though then in the creation of an interactive interface where the customer journey would be mapped.  

PHASE 3
IDENTITY
A touchscreen interactive interface was designed followings Lufthansa's brand identity. In order to simplify the use of the application, diverse interaction principles and motion were established, always having in mind the ease of the user experience and that the ones interacting with the platform were able to extract all the main learning of Lufthansa’s brand experiences.
PHASE 4
EXPERIENCE
The employees learnt from the customer perspective and their own individual needs and requirement though out the different contact points of their user experience. By understanding their experiences, they were able to enrich their trip and challenge new ways on how to inspire future travelers.

Only when all employees are conscious of the needs and values is when one brand could really create a holistic brand experience.





CREDITS
IN COLLABORATION WITH
LUFTHANSA &
MARTIN ET KARCZINSKI


PROJECT MANAGER
ANNE SCHULZ
MARTINA Korndöfer


CREATIVE DIRECTOR
BIRTE HELMS
BRAND DESIGNER
SABINE OTZELBERGER


UX/UI DESIGNERS
Gina LENDL 
CAROLINA POCH

INTRO MOTION DESIGNER
ANDREAS GOLDSCHAFT



︎
GET IN TOUCH !


pochcarolina@gmail.com


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