KLM Health Services
KHS needed a structured approach to customer and employee journey mapping to lay the foundation for its digital transformation.
I led research and journey map development, resulting in:
✔ 50+ interviews, uncovering key insights into behavior, pain points, and motivations.
✔ 10+ personas and journey maps, visualizing end-to-end experiences and identifying friction points.
✔ Opportunity areas and strategic recommendations, framed around How Might We questions.