This document presents a data lake project proposal for an airline to generate more useful customer data and improve the customer experience. The goals are to get more reliable feedback and ensure maximum customer engagement. The proposal collects in-flight customer feedback through common channels like websites, emails, calls, paper forms, mobile apps, and social media. However, there are constraints like aggregating data from different platforms and limited access to customer data. The presentation recommends building a data lake to consolidate all customer feedback for analysis to enhance services.

1. PRESENTED BY
Data Lake Project
Jisha Muthiyil, Vidisha Raj, Pratibha Dohare,
Taciano Moraes, Phil Martin, Na Li, Jennifer Li

2. Jennifer Li,Vidisha Raj, Jisha Muthiyil, Pratibha Dohare,Na Li, Phil Martin, Taciano Moraes
Video Place Holder

3. Problem Statement

4. Commercial flight
Logistics
TechnologyInfrastructure

5. Our goals

6. Goal
✦ Generate more useful customer data
✦ More reliable and relevant feedback
✦ Ensure maximum customer engagement

7. Use in-flight data to improve overall customer
experience, driving revenue for the airline

8. Our Target

9. 41%
50%
26%
18%
Business
Leisure travelers
Families
Special needs

10. Our Proposal

11. Available to all passengers
Easy and consistent exposure

12. ✦ Meal quality
✦ Flight attendants service
✦ Aircraft conservation
On-time Feedback about:

13. Our Approach

14. ✦ Website feedback
✦ Emails to customer support
✦ Calls to customer support
✦ Manually filling out feedback forms at the airport
✦ Mobile application feedback
✦ Social Media
Common Channels

15. Web Form

16. Email Customer Support

17. Call Customer Service

18. Paper Form at Airport

19. Mobile Application

20. Social Media

21. Constrains

22. ✦ Hard to aggregate and organize data from different platforms
✦ Have limited access to airport traffic and customer data
✦ Mobile app not very engaging platform
✦ Different models of aircraft have different entertainment
systems
Constrains

23. Research

24. Traditional way: feedback web page
Cost customers extra efforts to get to website
Popular approach: social media
Hard for airlines to collect and consume feedback

25. Mockup

48. Thank you!