Work/Air France-KLM
Discovery frameworks for the future of flying
An experience matrix and discovery frameworks guiding the group's long-term cabin innovation portfolio.
Within the cabin innovation team I built the foundations of a global Experience Matrix: two axes mapping time use, from efficiency to pleasure, against interaction type, from process to experience.
Applied across customer journeys, the matrix surfaced potential new features and services and matched the group’s current and future project portfolios against consumer trends, giving innovation work a shared frame of reference.