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Teague+UW humanization of flight presentation
This document discusses redesigning airline customer service through facilitating communication between flight attendants and passengers. It proposes creating a positive rating system where passengers can provide feedback on flight attendants' performance to motivate them. Other solutions include empowering flight attendants with a mobile device, establishing transparency of their duties, and reinforcing the relationship between attendants and passengers through acknowledgment and appreciation. The goal is to humanize the flying experience through small personal interactions.
Teague+UW humanization of flight presentation
- 1. THE HUMANIZATION OFFLIGHT INTIMACY + PERSONAL ACKNOWLEDGEMENT Yolotzin Dunbar Nina Kim Congyi Ji Rosa Lee
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- 3. LOW COST CARRIEROR FULL SERVICE CARRIER? COST VS SERVICE INTRO INSIGHT STORYBOARD CONCLUSION
- 4. RESEARCH TRADITIONAL NETWORK CARRIERS levelsof customer service passenger enplanements overall customer satisfaction INTRO INSIGHT STORYBOARD CONCLUSION
- 5. RESEARCH BRAND PREFERENECE According tothe 2008 J.D. Power and Associates N. American airlinesatisfaction study, deteriorating levels of customer service provided by airline staff, rather than high fares, have led to a significant decline incustomer satisfaction with airline carriers. INTRO INSIGHT STORYBOARD CONCLUSION
- 6. INSIGHT Redesigning the traditionalnetwork carrier service system in order to facilitate communication between flight crew and passengers, will motivate the crew to enrich in-flight experience. INTRO INSIGHT STORYBOARD CONCLUSION
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- 8. SOLUTION MAP PRE-FLIGHT IN-FLIGHT POST-FLIGHT performance stand humanizationof flight attendants reinforce relationship between passengers + FA re-introduce art of performance F.A. device empower flight attendants improve efficiency + communication create transparency of knowledge call spectrum understanding flight attendants improving communication of needs courtesy positive rating system appreciation of flight attendants acknowledging performance of motivate flight attendants INTRO INSIGHT STORYBOARD CONCLUSION
- 9. HUMANIZATION OF FLIGHT ATTENDANTS APPRECIATIONOF FLIGHT ATTENDANTS PERFORMANCE STAND pre-flight POSITIVE RATING SYSTEM pre-flight in-flight post-flight INTRO INSIGHT STORYBOARD CONCLUSION
- 10. POSITIVE RATING SYSTEM INTRO PERFORMANCESTAND INSIGHT STORYBOARD CONCLUSION
- 11. ENPOWERMENT OF FLIGHT ATTENDANTS APPRECIATIONOF FLIGHT ATTENDANTS POSITIVE RATING SYSTEM F.A. DEVICE pre-flight pre-flight in-flight in-flight post-flight INTRO INSIGHT STORYBOARD CONCLUSION
- 12. F.A. DEVICE POSITIVE RATINGSYSTEM INTRO INSIGHT STORYBOARD CONCLUSION
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- 16. APPRECIATION OF FLIGHT ATTENDANTS POSITIVERATING SYSTEM pre-flight in-flight post-flight INTRO INSIGHT STORYBOARD CONCLUSION
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- 19. STORYBOARD REDESIGN OF SERVICEMODEL POV = FLIGHT ATTENDANT INTRO INSIGHT STORYBOARD CONCLUSION
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- 23. RATING THE CUSTOMERSERVICE POV = PASSENGER INTRO INSIGHT STORYBOARD CONCLUSION
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- 26. CONCLUSION “ small but crucialpersonal moments created by these designs will define a passenger’s flying experience INTRO INSIGHT STORYBOARD CONCLUSION