Zeshan Sattar- Assessing the skill requirements and industry expectations for...
MobiU2012 Summit: The 24/7 On-the-Go Consumer by United Airlines
1. Engaging the 24/7 On-the-Go Traveler
Jeff Ulrich, Sr. Manager – Innovation, United Airlines
@united
Event hashtag #MobiU2012
Presented by the Heartland Mobile Council
8. #MobiU2012, @united
FlightView Survey – Business and Leisure
• Survey of over 2,600 travelers
• 93.6% want flight status information
• 73.2% want boarding alerts
• 57.4% want upgrade information
• 39.8% want stand-by status updates
9. #MobiU2012, @united
Business Travelers – What do they want?
They all want information!
• 94% want flight status
• 70% would like mobile alerts
• 63% want to see seat upgrade availability.
-FlightView
11. #MobiU2012, @united
Use your own tools – buy your own product
• Sign up for all your Company
communications
• Actively solicit feedback on all
fronts
• Internal / External forums
• Twitter / Social
• App stores, etc.
• Use your own web sites / apps
/ tools
19. #MobiU2012, @united
Going Mobile – m.web AND app.
Extending key website tools to the mobile channel
•m.united.com
• Text Version
• Smart Phone Version
•Mobile App
• iOS
• Android
28. #MobiU2012, @united
Circa 2010 iTunes Comments
• Was hoping to see an easy app, that would allow me to
directly check availability, cost, book flights, check-in, and
make itinerary changes mid trip…This app does none of
these things.
• How about push notices for flight status changes?
• …a good start. But basically this is just a giant bookmark
that happens to remember your xx.com username and
password. All the actual transactions take place via
mobile safari…
• …no real app, just a launcher for their mobile site. This is
too weak for a global player like XX.
29. #MobiU2012, @united
2010 Continental App Requirements
• Check-in
• Mobile Boarding Pass Storage
• Flight booking – basic
• Flight Status (same detail as /info sites today)
• OnePass account status
• My reservations
• Push trip-alert notifications
• Club Locations / Wayfinding
37. #MobiU2012, @united
More Tools for the Business Traveler
• Check-in
• Mobile Boarding Pass
• Auto return check-in
• Kiosk Check-in
• Dom <20%
• International <30%
44. #MobiU2012, @united
What’s on my Radar?
What’s on my radar?
• Location, Location, Location
• Wallets and Payments
• Tablets, Phoneblets, Convergence