We chose to focus on the needs and experiences of the flight crew. Their valuations of their in flight catering service was low, due to a combination of it being unreliable, low quality and wasteful.
Within this system there were many moving parts in which various stakeholders such as suppliers, meal assemblers, and security have to work together to create and deliver the meals. While lots of data was being gathered, little of it was used to actually improve the experience for the crew. The crew was already experiencing lots of pressures due to the effects of the corona pandemic and it's consequences for the aviation industry (e.g. extremely short turn-around times for flights, which can easily lead to delays).
We developed the KLC Sustainable Employment Plan, which consisted of using an app, the catering service, and a playbook with insights from our user research. The concept is centered around reducing the food waste generated during flights and improving the current strenuous employee-employer relationship.
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