Lufthansa Flying Lab
Service planning platform for innovation development
In collaboration between Lufthansa and Hochschule Rhein-Waal, this academic project aimed to boost user engagement through seamless experiences and practical solutions.
Company
Lufthansa and Hochschule Rhein-Waal
Task
UX research UX design UI design
Industry
Aviation & innovation service
Year
2023
This project was developed in collaboration between Lufthansa FlyingLab and Hochschule Rhein-Waal. This was designed for academic and portfolio purposes only
FlyingLab Factory is a holistic innovation and project space designed to support Lufthansa employees in turning ideas into minimum viable products—or anything in between. Spanning 1,000 square meters, the space is built around the concept of circularity, offering tailored guidance, flexible spaces, and expert support to help teams co-create and innovate effectively. Support is provided by: - Innovation Coaches for ideation and prototyping - Agile Coaches for agile development and product execution - Event Consultants for organizing kick-offs, conferences, and streaming sessions - Catering Services offering quality food and beverages to fuel creativity and collaboration This project was designed and developed by a team of four members.
Challenge
The space and provided services currently lack visibility and recognition within the organization, making it underutilized by potential internal users. Additionally, there is no centralized booking platform in place, and all reservations must be handled manually. As a result, the entire process becomes time-consuming and requires repeated back-and-forth communication, leading to inefficiencies and frustration for both users and service providers.
User research
For the user research, four key methods were conducted. First, a Context of Use analysis was carried out to understand the environment and conditions in which the service is utilized. Second, user interviews were conducted with a total of 12 participants—4 direct interviews and 8 observed sessions—each lasting approximately one hour and guided by 10 open-ended questions tailored to each participant's expertise and insight. Third, a user needs and requirements analysis was performed to identify pain points and expectations. Lastly, the research was synthesized into detailed personas to represent the target user groups and inform the design process. The user groups are primarily divided into two categories: 1. Internal Users (Lufthansa Employees) This group consists of staff and colleagues within the Lufthansa organization who use the space and services primarily for internal meetings, workshops, and activities. 2. Operational Roles (Administrators, Service Hosts, System Developers, and Service Providers) These users are responsible for delivering seamless services, managing day-to-day operations, and maintaining the backend systems that support the overall functionality of the space.
Solution
Due to the lack of internal visibility, the proposed solution focused on creating a practical, self-service, and seamless user experience—centered around a single sign-on system that connects the entire user journey. The user journey was designed around three key stages—pre-booking, during the activity, and post-booking—to ensure a seamless, uninterrupted experience throughout the entire process. The journey begins with an embedded plug-in within the company’s email system, directing users to a dedicated website where they can explore relevant information and manage bookings. Upon arrival at the space, users can conveniently access the building using a mobile app, which functions as a digital key by scanning an authorized QR code at the entrance. The system is fully integrated with Tami, the on-site service robot, who assists and guides users throughout their visit to enhance convenience and overall experience.
Design
The design addressed three key touchpoints, each serving a distinct purpose: 1. An email plug-in was implemented to enhance visibility and awareness across the organization. 2. A website featuring a 360° interactive panoramic view allows users to explore the space and access detailed information. It also enables users to manage their bookings with ease. 3. A mobile application supports users during their visit, allowing them to manage bookings and navigate their experience seamlessly while on-site.
Once users arrive on-site, the mobile application becomes their central tool for navigating the experience. It functions as a self-guided assistant, providing access to information and instructions tailored to their activities. Additionally, it serves as a digital key, allowing users to unlock and access different areas within the space by scanning authorized QR codes. Should any issues arise, users can conveniently report troubleshooting cases directly through the app. Designed as an all-in-one solution, the application also enables seamless communication with Tami, the on-site service robot, who offers further guidance and support to ensure a smooth and efficient experience throughout their visit.