Improve customer journey
Category
Airline
About
KLM is the flag carrier airline of the Netherlands. KLM is part of the Air France-KLM group and a member of the SkyTeam airline alliance.
The case
KLM (Royal Dutch Airlines) asked us to improve the emails that travellers receive after booking a ticket.
KLM (Royal Dutch Airlines) asked us to improve the emails that travellers receive after booking a ticket.
The emails contain important flight information, but also aim to boost the use of online services like online check-in, upgrading your seat or ordering a special meal.
The goal was to improve the customer experience and at the same time boost click through rates (CTR) to the extra services that could be booked on the website.
We developed the website and included an conversational interface to boost conversion. The onepager went live in 22 European markets.
Team
Strategy, concept, UX design, visual design and development
Results
The redesign generated higher open rates (OR), more clicks (CTR) and 30% more conversion on extra services.
KLM received lots of compliments from travellers about the new emails and the new ticket.
