Wps 2016 driving business change through innovation
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Transcript of Wps 2016 driving business change through innovation
DRIVING BUSINESS CHANGE THROUGH INNOVATION
METHODOLOGY
2
It is essential to understand passenger perception throughout all phases of their experience with in order to adjust and proposed
value added initiatives that allow us to meet their expectations at all times.
1. Innovation MethodologyNew Methodology for changing times
Innovation methodology in
business requirements discovery
A new methodology
project deliveryNew framework for
innovation
Changing from reactive to proactive
business requirements definition using
customer analytics to identify client needs
- Enhance time to market with agile
methodologies
- Obtain immediate feedback using A/B
testing and customer interaction
measurements
Agile methodology to develop, develops to automate &
control delivery, cloud infrastructure to guarantee
scalability and big data to process information/customer
feedback are key pieces of the new framework
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The number of devices, competitors and
touchpoints increases considerably every
day, therefore the airline needs to be
present and available simultaneously in
every channel
Simplifying the user experience is essential
for retaining consumers. The airline must
re-think their business in order to have a
responsive, simple booking process and
easy to navigate sites/apps, while make
use of new technologies to offer new
services that will make the customer
journey simple and attractive
Traveler's are accustom to having what
they want fast and at any time thanks to
online channel contribution. Turning
towards a proactive strategy in which the
airline actively communicates with the
user at the right time is the key to
enhancing the user experience
Nowadays traveler have more
knowledge, and clear preferences on
their needs. The airline must provide
relevant information in order
differentiate themselves and provide
correct answers to costumer needs so
they finally convert into our company
Business Requirements Discovery.
1. Innovation Methodology
Onmichannel
Customer oriented
Useful
Quick
New customer experiences
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Changing from reactive to proactive business requirements definition using customer analytics to identify client needs
Digital Transformation
Vision
Workshops IdeationAlign
Digital Vision
Resources available
Scale MeasureTechnology execution
Vision Prototype ImplementationAdd-ons
Strategy Consultants
Management Consultants
Technology Consultants
Experience Designers
Solutions Architecs
Technology Consultants
Cybersecurity Experts
Data ScientistsCapabilities
Assets
IoT platforms
Applications
Products (iSales, social media lessening, advanced contacts center …)
From reactive to proactive using customer analytics
1. Innovation Methodology
Discovery
Social
Media
Input
Customer
Surveys
Competence
Analysis
Social Media Monitoring
Surveys and Q&A
Social Media
Specialist
Campaign and Survey
Manager
Service
Design Specialist
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Search &Purchuse
Check-in & airport
In Flight
Baggage claim & End
of Flight
JourneyPre-Journey Post-Journey
Awareness Consideration Purchase Live Experience Retention
Social Media:
Comments– Passenger Service
Listen &
Tracking
Claims
Recommendations
(social clicks)
Transport search
Baggage claim
Friends
& family
Web Home Flight
selection & offersListen &
Tracking
Passengers
CommunityMedia
APPEntrance
to airplane
Share
experience
Check-in
OnlineComunidad de
viajeros
Baggage
check-in
Queue in security On board
service
On board
entertainment
LoyaltyPassenger
Support
Alerts & flight
notifications
Queue and Desk
attention
In flight experience
Waiting time due to
boarding delays
Brand
Reputation
Interaction &
UX Web
UX
Identify customer interaction pain points.
1. Innovation Methodology
Enhance time to market with agile methodologies. Obtain immediate feedback using A/B testing and customer interaction
measurements..
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Early delivery
Continuous improvement
Product adaptation
Intern collaboration
Of product (software)
with added value
Of people, processes, tools and
technologies
Panned to response the
changes that appears
As previous practice to
costumer collaboration
New Methodology on Project Delivery
1. Innovation Methodology
Is not about being perfect but continuously improve
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Be agile
1. Innovation Methodology
Better time to market using iterative increase methodologies
New VariablesUncertainty (is more difficult to know
who is going to need a changing
world) and speed (obsolescence
periods are dwindling)
Methodological BaseWhen you adopt agile methodologies we
change from a predictive system(Waterfall
Methodology) to an evolutive system (Agile
Methodology)
Agile Characteristics• Functional prototypes with
added value throughout the
project
• Customer integration in the
team
• Less controlled processes
Methodology TypesIterative Increase Methodologies (Scrum)
vs Continuous Increase Methodologies
(Kanban)
Agile scaling
Foundations of DevelopmentContinuous integration, TDD
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OperationsBusiness
Deploying on cloud involves thenecessity of describing in anormalized way the settings of avirtual machine or a container isuploading to the cloud, toautomatize delivery andescalation
Lower Time-to-market as acompetitive advantage, creating agrowing pressure for having a newsoftware as soon as possible withlower service interruptions
DevelopmentNew architecture frameworkbased on micro services respondsto mobility necessities. It isnecessary to manage new assetsto change and evolve quicklyproduction versions.
Agile
Development
Agile
Management
Agile
Operations
New Framework for Innovation
1. Innovation Methodology
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IT Governance
(Linear IT)
ITaaS(IT as a
Service)
Digital Governance
DTaaS(Technology
as a Service)
(Non-Linear IT)
Digital Technologies Consulting
(Projects)
Agile Processes & Tools
(Projects)Digital Technologies Offices
(Projects)
Service Catalogues(DTaaS / ITaaS)
Strategy & Digital Organization
Digital Technologies Offices
(Expert Center Services)
Digital Change Management Plans
PMO as a Service (PMOaaS)
Expert Center for Tools Support
Think Build Run Improve
Digital KPIs / SLA
DevOps / Agile
Coaching & Follow Up of Digital Transformation
Toolset for Governance and Management of DT
Office of Digital Services Management
Operational Efficiency
Agile Organization
1. Innovation Methodology
Agile methodology to develop, DevOps to automate & control delivery, cloud infrastructure to guarantee scalability and big data to process information / customer feedback are key pieces of the new framework.
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We Speak Airlines
Oct 2016