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