Wps 2016 driving business change through innovation

DRIVING BUSINESS CHANGE THROUGH INNOVATION

METHODOLOGY

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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


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.


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


Is not about being perfect but continuously improve

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Be agile


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


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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


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