Hi Fly: A Lean Airline Story

Melissa Perri

I had never heard of this HiFly airline before. HiFly is an airline for hire. Because their planes are unmarked, they can fly routes for all major airlines and private companies. It also greatly reduces the risk for starting new airlines.

Strategic jiujitsu: 4 Lessons from Southwest Airlines, Western Europe, and the Simpsons

The Product Coalition

Southwest Airlines gives us a great case study here. In the 1970s, all the incumbent major airlines had purchased the rights to the gates of the major airports, thus preventing new airlines from flying out of them.

Connecting with customers in real time: Q&A with Devin Harold from Verizon and Nayaab Lokhandwala from Alaska Airlines

UserTesting

In a recent webinar, guest speakers Devin Harold, UX Research Manager at Verizon, and Nayaab Lokhandwala, UX Researcher at Alaska Airlines, sat down with us to share how they’ve been leveraging the power of customer interviews with UserTesting’s Live Conversation … The post Connecting with customers in real time: Q&A with Devin Harold from Verizon and Nayaab Lokhandwala from Alaska Airlines appeared first on UserTesting Blog.

Stop Blaming the User

Melissa Perri

But my experience with United Airline’s customer service this morning completely killed my good mood. I’m finally going home from a long business trip and I’m very excited. They keep blaming me for their mistake. It’s a story I know well because I see it so commonly in Product Management too. When I was booking […

Don’t Upset Your Customers – Maybe

Pragmatic Marketing

I booked the flights using Travelocity, because the cheap Southwest airlines fares are were all gone. I hate surprise charges and, right or wrong, I don’t feel airlines should charge for carry-on luggage. Obviously he hasn’t flown no-frills airlines before.)

Don’t Upset Your Customers – Maybe

Pragmatic Marketing

I booked the flights using Travelocity, because the cheap Southwest airlines fares are were all gone. I hate surprise charges and, right or wrong, I don’t feel airlines should charge for carry-on luggage. Obviously he hasn’t flown no-frills airlines before.)

Close Your Eyes and Imagine a Strategy. Let Me Guess: Got Nothing?

The Product Coalition

Here’s my best guess at Southwest Airlines’ strategy circa the 1970s (it has changed little since): (1) Buyer + $ value pool. over-served by major airlines) who want a faster and similarly low-cost alternative. There is a big trend emerging in airline de-regulation.

Writing Context Scenarios? Start at the End

Atomic Spin PM

Take booking airline tickets, for example. We might start with the user opening the [insert airline] app on their phone and searching for round-trip flights from Boston to Grand Rapids for February 2–7.

High Touch or High Volume

Pragmatic Marketing

Consider airlines as customers. Both airlines and colleges have extensive, unique, non-standard requirements. What kind of products do you build? Awesome products, to be sure, but are they high touch or high volume?

Ability to Pay vs. Willingness to Pay

Pragmatic Marketing

Airlines try to distinguish business travelers from vacation travelers. In a recent Pragmatic Marketing Price class, one student “corrected” me to say it wasn’t willingness to pay that matters in pricing, rather it was ability to pay.

Stop Blaming the User

Melissa Perri

But my experience with United Airline’s customer service this morning completely killed my good mood. As someone who doesn’t work for an airline, how am I supposed to know that Z class doesn’t exist on Aer Lingus? I’ve bet you felt that too on just about any airline.

Verizon Makes a Super Apology but Consumers Block That Call

AlphaHQ

In the past year alone, for example, a United Airlines flight attendant who was caught on video dragging a customer off of a plane, and Facebook’s data privacy issues have dominated news cycles.

Top 10 Mobile UX Agencies in 2018-2019

Appsee

Notable clients: Pepsi, United Airlines. Any great app begins with a great idea. What comes after, though, is a long and complex process. It takes expertise, creativity, and time to turn an abstract concept into a design that users love.

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Product For Legacy Companies

svpg

Perhaps your company began as a brick-and-mortar retailer, or an airline, or a financial services company. An airline creates technology to manage the logistics involved in flights, crews, reservations, payment, and fleet maintenance. Most airlines are trying very hard to entice their customers to purchase their air travel online directly through the airline’s site.

For your convenience

Under10 Playbook

On my airline, "for your convenience we no longer take cash; we only take credit cards." When we're talking about positioning and messaging, I always reflect on the falseness of many messages: customers come first; we're here to help you; we're scalable. Just saying it doesn't make it so.

Product-market fit–and other innovation observations for product managers June 8, 2018

Product Innovation Educators

United Airlines, Jeep, and Nine West are not doing so well. Each week I scour articles, wading through the dogs, and bringing you the best insights to help product managers and innovators be heroes. Product-market fit case studies.

How do organizations innovate in the face of existential threats?

AlphaHQ

Bombacino spent 15+ years in various digital and direct marketing leadership roles at companies of all sizes including Andersen, United Airlines, Omnicom Media Group, and Restaurant.com. Some of the most impressive innovations are driven by fears of existential threats.

Understanding Enterprise Product Companies

Mironov Consulting

’ For airline reservation systems, perhaps ‘traveler’ and ‘booking agent’ and ‘airline CFO.’ I’m often asked by B2C product managers how B2B companies are different, or about switching between the two.

16 Product Management Quotes to Leave You Inspired

Apptentive

– Francis Brown, Product Development Manager at Alaska Airlines. Let’s be real: product management can be challenging.

Design Thinking Toolkit, Activity 16 – How Might We…?

Atomic Spin PM

“How might we redesign an airline’s safety speech?” Hoping to turn problems into opportunities for design? Look no further than How Might We (HMW). This is a classic Design Thinking activity—and simple, to boot.

If not you, who?

Under10 Playbook

My first business trip was from Dallas Love Field (DAL) to San Antonio (SAT) on Southwest Airlines. Don't drop the ball; either arrange for someone to catch it or let your boss know.—Julie —Julie Bick, author, All I Really Need to Know in Business I Learned at Microsoft.

The Rollaboard suitcase and the Paradox of Specificity

The Product Coalition

airline cabin crew?—?and Plath, who was a Northwest Airlines 747 pilot, was also a keen workshop tinkerer. Photo by yousef alfuhigi on Unsplash The Rollaboard suitcase was invented just over 30 years ago by a highly resourceful American pilot called Robert Plath.

Branding: The Other Half of Your Go-To-Market Journey

Pragmatic Marketing

For this reason, I may be drawn to purchase from Southwest Airlines, a brand known for charging no fees for checked bags, itinerary changes, etc. The product is similar to that of other airlines: a plane, seats, overhead bins. But the no-hassle brand enveloping the product is what differentiates it from other similar products and attracts buyers based on their emotional response (in this case, perhaps their hatred for being nickel-and-dimed by other airlines).

Great Leaders Know When to Unlearn the Past

Mind the Product

Here’s what we learned about unlearning the past from a lively discussion with Barry, Anna Kuriakose (Chief Product Officer at TotallyMoney), Reshma Shaikh (VP of Strategy and Operations for Springer Nature), and Glenn Morgan (Head of Digital at International Airlines Group).

MRDs – How Much “Market” Is In Your Market Requirements Documents?

Proficientz – Product Management University

For example, a spike in oil prices a few years ago prompted a series of fuel conservation and new revenue initiatives for airlines that then dictated spending priorities in engineering, marketing, customer service, and many other operational departments. Wealth made simple: news and articles from IRC Wealth. Most B2B organizations use a M arket R equirements D ocument (MRD) for driving new solutions to market.

5 Rules of Remote Project Management

The Product Coalition

We specialize in developing data-intensive web applications, including online banking systems, payment interfaces, sales and brokerage platforms, customer portals for airline companies, and websites for mobile network operators.

What Your Audience Wants From Your Site (But Doesn’t Know How to Ask)

Userzoom

To optimize the mobile app design process for airline and flight-related apps, Flexponsive took a hard look at one of the most valuable forms of customer feedback : user reviews. And How You Can Uncover It.

Is Your Chatbot Artificially Intelligent?

Mind the Product

Remember the last time you had to call an airline to change your flight and got stuck in a voice recognition circle of hell? The chatter at SXSW this year was all about the chatbot.

Design Sprints by Jake Knapp

Mind the Product

These weeks have been successfully run everywhere from banks to airlines to charities. Design Sprints allow you to get to the crux of your problem and explore a solution, quicker than other ways of working.

Omni-Channel Product

svpg

Have you ever received a text notification from your airline about a flight delay before the ground crew in the waiting area has the information? Have you been unclear on whether to call your bank’s web support or banking support line to answer a particular question? Are you baffled by the differences in your favorite retailer’s in-store and online experiences?

How customer support can keep up with customer expectations

Inside Intercom

These changes can already be seen at companies such as Dutch airline KLM. On a recent night out in London, Tristan Watson discovered the value of great customer support, when his bag full of electronics, video equipment and personal items was stolen from a pub.

Let’s Abandon Customers and Users

Mironov Consulting

If we work at an airline, our customers are the passengers who pay us to fly them home for Thanksgiving. I spend a lot of time sifting through documents, positioning and stories – trying to figure out who we’re talking about.

Should you disrupt or create a category? 5 lessons from Gainsight’s CMO Anthony Kennada

Inside Intercom

Or an airline at 34. But it can be a real challenge knowing that’s what you’re doing from the outset. In late 2007, a pair of roommates found themselves scraping their wallets to come up with enough cash to cover their exorbitant San Francisco rent.

Pricing: The third business skill

Product Bookshelf

The example given in the book for avoidable alternative costs are airlines which sell seats to both business and casual travelers. Pricing is a critical business capability but is often overlooked and poorly organized.

Portfolio roadmaps

Under10 Playbook

Integrate confirmations via email from the most common travel services such as airlines, hotels, and rental cars. Executives, sales people, and marketing leaders are often frustrated with the short-term focus in product management, particularly those using agile development methods. Leaders have no idea what is planned—if anything—beyond the next two-week sprint. And that’s why they ask for a roadmap.

TEI 163: Rookie mistakes in market research product managers must avoid – with Gerry Katz

Product Innovation Educators

One example of this is a study we did in the airline industry. Customers described being “herded like cattle,” which was translated into “orderly planning and deplaning of passengers” by the airline.

Let’s Fire a Few of Our Customers

Mironov Consulting

They could use our grammar checker to parse real-time conversations with airline pilots in order to identify training or security issues.

TEI 139: Crisis management for product managers – with Jim Parham

Product Innovation Educators

First, a good example of a crisis is what has occurred with United Airlines lately and some high-profile incidents with customers on their airplanes. Listen to the Interview for Product Managers and Innovators.

VR In UX Research: All You Need To Know About VR User Testing

UX Studio

Same goes for airline in-cabin training. Disruptive technologies such as virtual reality and augmented reality radically change how we behave and interact with our world. As a consequence, they open up interesting new territories in UX research, too. VR in UX research can serve as an individual tool to explore user needs and test complex user experiences. We collected some best practices for those looking to learn more about or just getting started with VR user testing.

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Business model first–and other innovation insights for product managers Aug 19, 2016 - The Everyday Innovator – Resources for Product Managers and Innovators

Product Innovation Educators

The context of the articles is product development for airlines but the points apply to product management in general. Each week I scour articles, wading through the dogs, and bringing you the best insights to help product managers, developers, and innovators be heroes.