Case Study

Challenges and Potential Solutions

One of the particular challenges of the project was the concurrent development of the web-based training and the final pilot tests of the new products and service processes. As a result, not all changes had been finalized during the design phase, and some of the visual material was not yet available in its final form.

Working closely with subject matter experts, the conceptual approach was adapted during the production phase. The originally planned “light storytelling” was replaced by a more direct learning approach that places greater emphasis on the cabin crew’s perspective and specifically focuses on the learners’ needs.

The tight scheduling overlap with other training activities as part of the overall rollout created additional time pressure. To ensure the necessary flexibility, the project was implemented in agile sprint phases. Close coordination between the agency, project management, and subject matter experts on the client side enabled quick decisions and adjustments. The use of AI-powered voice-over also supported efficient and flexible production while maintaining high quality.

Another challenge was that training content had to be provided not only for different travel classes but also for different aircraft models. This was addressed by including optional buttons that allow learners to access information about the specific features of individual aircraft models in a targeted and needs-based manner.‍

Foster Motivation, Retain Knowledge

A key requirement of the project was that the web-based training (WBT) had to serve two distinct purposes. Even before the new products and service processes were introduced, it was used to prepare the cabin crew for the upcoming changes, spark their interest, and boost their motivation for the upcoming rollout. During the rollout itself, the WBT also served as a reference guide and a concise overview of the new service procedures.

The images used vividly showcase the new products and help generate curiosity and anticipation for the upcoming service experience. In addition, the WBT was designed—both graphically and technically—to ensure a comfortable user experience even on mobile devices.

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Comprehensive WBT for a large and diverse set of users

‍Well over 16,000 cabin crew members at Lufthansa (pursers = operational managers and flight attendants) were required to complete the WBT by a set deadline, including so-called regional flight attendants (e.g., Chinese flight attendants), who were provided with the English version of the WBT.

Within the first few weeks of the program—which lasted several weeks—a large portion of the cabin crew had already completed the WBT. Due to the scope of the content and the resulting time required to complete it, some employees worked through the WBT in stages. Even after the deadline had passed, crew members reopened the WBT to delve deeper into specific topics.

High Acceptance of WBT

In addition to the technically flawless and user-friendly delivery of the WBT for use on PCs and Macs—and especially on the so-called Crew Mobile Device (iPad), the cabin crew’s most important tool for flight preparation and execution—the cabin crew was particularly impressed by the well-structured, clear, and practical presentation of the content.

The response to this WBT—a key component of Lufthansa’s crew training—has been and continues to be very positive, especially given the length and scope of the information covered. The program has successfully conveyed even detailed operational content (such as procedures for 13 different aircraft types) in a clear and accessible manner.