About Lufthansa Digital Services

Product Management Digital Services is responsible for the quality of the Lufthansa Group's digital services. This includes, for example, online and mobile check-in, self-service bag drop and many other services. Customer satisfaction is at the heart of the further development of existing services and the design of new ones. For this reason, the projects carried out in this area are usually not purely IT projects, but also include accompanying measures such as marketing, communication and change management.

Challenge

Implementation of digitization projects to improve the customer experience

Solution

• Pilot project to evaluate new technologies and processes in the area of baggage handling machines
• Optimization of the user interfaces of existing baggage handling machines
• Standardization of processes within the Lufthansa Group
• Provision of airport maps in the Lufthansa app
• Establishment of an iBeacon infrastructure for the provision of location-based services

Our services

• Conception and implementation of measures to improve digital services
• Coordination of the necessary measures with the Lufthansa Group
• Specification of necessary changes in coordination with IT
• Supporting the implementation and acceptance of changes
• Conception and implementation of marketing and communication measures

Customer benefits

• Successfully planned, coordinated and implemented projects in the Lufthansa Group
• New machines and optimized processes simplify the process and speed up baggage handling
• Significantly higher customer satisfaction when using the machines and digital services
• Inspiration, orientation and indoor navigation at airports