Through the three diamond design approach, a research to enhance the customer experience using personalization for KLM’s onboard portal is identified. To do so, a framework that merges emotion-driven design and data-driven design models together to aid in building an emotional, intimate customer relationship is utilized. This framework has aided in the design of a personalized, interaction onboard portal that enables the business, frequent flyer to feel relief for a convenient, smooth travel journey. In addition, an implementation plan to reach personalization is established.