teague+uw humanization of flight presentation
DESCRIPTION
Redesign of airline customer service system. UW school project mentored by Teague design team.TRANSCRIPT
THE HUMANIZATION OF FLIGHTINTIMACY + PERSONAL ACKNOWLEDGEMENT
Yolotzin DunbarNina KimCongyi JiRosa Lee
INTRO INSIGHT STORYBOARD CONCLUSION
DEFINING INTIMACY
INTRO INSIGHT STORYBOARD CONCLUSION
LOW COST CARRIER OR FULL SERVICE CARRIER?
COST VS SERVICE
INTRO INSIGHT STORYBOARD CONCLUSION
TRADITIONAL NETWORK CARRIERS
levels of customer service
passenger enplanementsoverall customer satisfaction
RESEARCH
INTRO INSIGHT STORYBOARD CONCLUSION
BRAND PREFERENECE
According to the 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 incus- tomer satisfaction with airline carriers.
RESEARCH
INTRO INSIGHT STORYBOARD CONCLUSION
INSIGHT
Redesigning the traditional network carrier service system in order to facilitate com-munication between flight crew and passengers, will motivate the crew to enrich in-flight experience.
INTRO INSIGHT STORYBOARD CONCLUSION
GATE
CABIN
PSU
communication
boarding procedure
counter
ISSUES
INTRO INSIGHT STORYBOARD CONCLUSION
PRE-FLIGHT IN-FLIGHT POST-FLIGHT
F.A. device
humanization of flight attendantsreinforce relationship between passengers + FA re-introduce art of performance
performance stand
empower flight attendantsimprove efficiency + communicationcreate transparency of knowledge
call spectrumunderstanding flight attendantsimproving communication of needscourtesy
positive rating systemappreciation of flight attendantsacknowledging performance of motivate flight attendants
SOLUTION MAP
POSITIVE RATING SYSTEM
APPRECIATION OFFLIGHT ATTENDANTS
pre-flightin-flightpost-flight
PERFORMANCE STAND
HUMANIZATION OF FLIGHT ATTENDANTS
pre-flight
INTRO INSIGHT STORYBOARD CONCLUSION
POSITIVE RATING SYSTEM PERFORMANCE STAND
INTRO INSIGHT STORYBOARD CONCLUSION
POSITIVE RATING SYSTEM
APPRECIATION OFFLIGHT ATTENDANTS
pre-flightin-flightpost-flight
F.A. DEVICE
ENPOWERMENT OFFLIGHT ATTENDANTS
pre-flightin-flight
INTRO INSIGHT STORYBOARD CONCLUSION
POSITIVE RATING SYSTEM F.A. DEVICE
INTRO INSIGHT STORYBOARD CONCLUSION
INTERFACE
INTRO INSIGHT STORYBOARD CONCLUSION
UNDERSTANDINGFLIGHT ATTENDANTS
CALL SPECTRUM
in-flight
INTRO INSIGHT STORYBOARD CONCLUSION
CALL SPECTRUM
INTRO INSIGHT STORYBOARD CONCLUSION
POSITIVE RATING SYSTEM
APPRECIATION OFFLIGHT ATTENDANTS
pre-flightin-flightpost-flight
INTRO INSIGHT STORYBOARD CONCLUSION
POSITIVE RATING SYSTEM
INTRO INSIGHT STORYBOARD CONCLUSION
INTRO INSIGHT STORYBOARD CONCLUSION
POSITIVE RATING SYSTEM
INTERFACE
INTRO INSIGHT STORYBOARD CONCLUSION
STORYBOARD
REDESIGN OF SERVICE MODEL
POV = FLIGHT ATTENDANT
INTRO INSIGHT STORYBOARD CONCLUSION
PRE-FLIGHT
BOARDING
INTRO INSIGHT STORYBOARD CONCLUSION
INTRO INSIGHT STORYBOARD CONCLUSION
IN-FLIGHT
INTRO INSIGHT STORYBOARD CONCLUSION
RATING THE CUSTOMER SERVICE
POV = PASSENGER
INTRO INSIGHT STORYBOARD CONCLUSION
THE RATING SYSTEM
INTRO INSIGHT STORYBOARD CONCLUSION
THE RATING SYSTEM
PRE-FLIGHT IN-FLIGHT
INTRO INSIGHT STORYBOARD CONCLUSION
“
CONCLUSION
small but crucial personal moments created by these designs will define a passenger’s flying experience