Designit Lufthansa Header

A premium self-service food and beverage experience

  • Case Taking a user-centered approach to make Lufthansa’s premium travel easier
  • Client Lufthansa
  • Industry Aviation
  • Year 2018
  • Capabilities Business Design

    Design Research
    Service Design

We’ve been working with Lufthansa Group to redefine their food and beverage experience, and one initiative was to update the food and beverage experience on continental short-haul flights. The result? ‘Delights to Go’, a new service that allows passengers to pick-up a curated selection of to-go food and beverages in an automated vending corner directly at the gates.

Challenge

We helped Lufthansa develop and design the concept and prototype of this new self-service food and beverage service in the Munich airport. Within 10 weeks, we created an experience concept based on Lufthansa personas and use cases, and translated them into a viable service and space design (MVP) for pilot testing.

Solution

In order make travel easier for these customers in a hurry, we co-created a straightforward solution called 'Delights to Go'. In a general contractor-led implementation, this pilot was tested in 2018-2019 with specific Lufthansa Group passengers, live in the Munich Airport.

Impact

By taking the passenger experience to the next level, together we’re making travel easier.

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