Created as part of the Martin et Karczinski team
Year
2019
Collaborators
- Lufthansa
- Martin et Karczinski
- Carolina Poch (while at MetK)
Carolina's Role
- User journey co-creation
- Low-fidelity wireframe creation
- User interface design
- Prototyping
- Dev hand-over
Project summary
Lufthansa needed a way to help internal teams align on what the customer experience looks like across channels and touchpoints, and where meaningful improvements could be made. The challenge was to make complex customer journeys understandable and engaging for employees across different roles, experience levels, and time constraints, without reducing them to static documentation that quickly becomes unused. As part of the Martin et Karczinski team, Carolina Poch worked on the design and delivery of a digital onboarding solution that translates complex customer journeys into an accessible, practical learning experience for Lufthansa’s internal teams.
Design Principles
- Playful, not simplistic
- Clarity through structure
- Self-paced by default
- Designed for exploration and action
Approach
A custom digital onboarding tool designed for tablet and desktop that makes Lufthansa’s customer journeys tangible and usable. The tool enables employees to explore journeys independently, move fluidly between high-level overviews and detailed moments, and quickly identify pain points and improvement opportunities.By embedding customer journeys in an interactive, self-guided format, the solution supports consistent understanding across teams and provides a practical foundation for ongoing CX discussions and continuous improvement.
Solution
A custom digital onboarding tool designed for tablet and desktop that makes Lufthansa’s customer journeys tangible and usable. The tool enables employees to explore journeys independently, move fluidly between high-level overviews and detailed moments, and quickly identify pain points and improvement opportunities.By embedding customer journeys in an interactive, self-guided format, the solution supports consistent understanding across teams and provides a practical foundation for ongoing CX discussions and continuous improvement.
Impact
A scalable internal onboarding experience that makes customer journeys tangible, accelerates team alignment, and empowers employees to identify and act on opportunities to improve the end-to-end customer experience.
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