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.

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.)

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.

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.

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.

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.

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.

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).

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.

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.

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.

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.

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.

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?

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.

How to structure Product Management, according to Rich Mironov

BrainMates

Now, if you’re in the IT business, which means you’re a captive group that works for some bank or airline or government agency or telco, then IT is all about reducing costs and giving the business unit whatever they want and delivering it on time.

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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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.

UX Research System – How We Introduced It To Our Design Method?

UX Studio

Here at UXstudio , in a bigger team of researchers collaborating on a project for an airline company, during which we did multiple usability studies. Here’s the thing: the fact that you do UX research is only the first step in creating a bulletproof UX design method. What needs to come after that, however, is creating a commonly accepted research system, where information is stored in a consistent and searchable way.

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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 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.

Interview: Paul Boag on the “User Experience Revolution”

Userzoom

If I say United Airlines to you, I bet you don’t think of how marketing wants you to think of United Airlines. On 15th March 2018, UserZoom hosted Better UX London 2018, a day-long conference bringing some of the brightest UX talent and dazzling UX innovators together in one room.

When the price is right: managing price segmentation

Mind the Product

By creating a different product, the airlines could get one segment to pay them significantly more. Is price segmentation fair? One of the most valuable levers a company has when pricing its products is charging different customers different prices, also known as price segmentation.

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.

All the Awesome Speakers for #mtpcon SF 2017

Mind the Product

Her art is held in the collections of companies like Delta Airlines, Survios, Merge, Senetics, StarVR and River Studios.

The Future Is Here: Passive Monitoring

Sachin Rekhi

Everytime I get an itinerary confirmation from an airline, I simply email it to plans@tripit.com and Tripit lets me rest assured that the rest of my travel experience will be extremely simplified. I remember as a kid being very excited about the future.