Improving the        flight experienceUnderstanding & listening to frequent flyers  Thomas Troch Senior Research Innovator...
Senior Research Innovator 2011-currentInSites ConsultingResearch Consultant 2010-2011InSites ConsultingMaster in Product D...
Imagine…
For complex situations   involving multiple   stakeholders, keycustomers can help youto make the difference.
Phase 1     InsightmentObservation leads to insight discovery
Phase 2       Ideation &Concept Development     InsightmentDiscussions placing insights in perspectiveIdea generation by f...
Phase 3       Ideation &Concept Development                                        Validation     InsightmentQuantitative ...
Phase 1     InsightmentObservation leads to insight discovery
Connecting the dots
Ideation by Air France and KLM
Phase 2       Ideation &Concept Development     InsightmentDiscussions placing insights in perspectiveIdea generation by f...
Understanding customer expectations                WOW     actual   experience                               UGH          ...
Phase 3       Ideation &Concept Development                                        Validation     InsightmentQuantitative ...
Concept casino
Concept re-writing
To concludeInvolving consumers connects multiple stakeholdersand demystifies the front end of innovation.Key customers are...
Thanks!          +32 494 867 081          thomas@insites-consulting.com          @thomastroch          http://be.linkedin....
Improving the flight experience: Understanding and listening to frequent flyers (by InSites Consulting for AirFrance KLM)
Improving the flight experience: Understanding and listening to frequent flyers (by InSites Consulting for AirFrance KLM)
Improving the flight experience: Understanding and listening to frequent flyers (by InSites Consulting for AirFrance KLM)
Improving the flight experience: Understanding and listening to frequent flyers (by InSites Consulting for AirFrance KLM)
Improving the flight experience: Understanding and listening to frequent flyers (by InSites Consulting for AirFrance KLM)
Improving the flight experience: Understanding and listening to frequent flyers (by InSites Consulting for AirFrance KLM)
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Improving the flight experience: Understanding and listening to frequent flyers (by InSites Consulting for AirFrance KLM)

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Improving the flight experience: Understanding and listening to frequent flyers by InSites Consulting for AirFrance KLM. Presented early June 2012 at the Smartees Seminar on Research Communities.

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Improving the flight experience: Understanding and listening to frequent flyers (by InSites Consulting for AirFrance KLM)

  1. 1. Improving the flight experienceUnderstanding & listening to frequent flyers Thomas Troch Senior Research Innovator @ InSites Consulting Presented at the Smartees Seminar on Research Communities InSites Consulting | Rotterdam, 12.06.2012
  2. 2. Senior Research Innovator 2011-currentInSites ConsultingResearch Consultant 2010-2011InSites ConsultingMaster in Product Development 2005-2010Artesis University College of Antwerp thomas@insites-consulting.com @thomastroch Nice to meet you
  3. 3. Imagine…
  4. 4. For complex situations involving multiple stakeholders, keycustomers can help youto make the difference.
  5. 5. Phase 1 InsightmentObservation leads to insight discovery
  6. 6. Phase 2 Ideation &Concept Development InsightmentDiscussions placing insights in perspectiveIdea generation by frequent travellers
  7. 7. Phase 3 Ideation &Concept Development Validation InsightmentQuantitative and emotional validation of 4 selectedconcepts
  8. 8. Phase 1 InsightmentObservation leads to insight discovery
  9. 9. Connecting the dots
  10. 10. Ideation by Air France and KLM
  11. 11. Phase 2 Ideation &Concept Development InsightmentDiscussions placing insights in perspectiveIdea generation by frequent travellers
  12. 12. Understanding customer expectations WOW actual experience UGH expected experience
  13. 13. Phase 3 Ideation &Concept Development Validation InsightmentQuantitative and emotional validation of 4 selectedconcepts
  14. 14. Concept casino
  15. 15. Concept re-writing
  16. 16. To concludeInvolving consumers connects multiple stakeholdersand demystifies the front end of innovation.Key customers are an important ‘partner in crime’in reaching competitive advantage.It’s not about delivering slides,it‘s about making research actionable.
  17. 17. Thanks! +32 494 867 081 thomas@insites-consulting.com @thomastroch http://be.linkedin.com/in/thomastroch Contact

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