Improving the flight experience: Understanding and listening to frequent flyers (by InSites Consulting for AirFrance KLM)
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Improving the flight experience: Understanding and listening to frequent flyers by InSites Consulting for AirFrance KLM. Presented early June 2012 at the Smartees Seminar on Research Communities.
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Improving the flight experience: Understanding and listening to frequent flyers (by InSites Consulting for AirFrance KLM)
- 1. Improving the flight experience Understanding & listening to frequent flyers Thomas Troch Senior Research Innovator @ InSites Consulting Presented at the Smartees Seminar on Research Communities InSites Consulting | Rotterdam, 12.06.2012
- 2. Senior Research Innovator 2011-current InSites Consulting Research Consultant 2010-2011 InSites Consulting Master in Product Development 2005-2010 Artesis University College of Antwerp thomas@insites-consulting.com @thomastroch Nice to meet you
- 3. Imagine…
- 4. For complex situations involving multiple stakeholders, key customers can help you to make the difference.
- 5. Phase 1 Insightment Observation leads to insight discovery
- 6. Phase 2 Ideation & Concept Development Insightment Discussions placing insights in perspective Idea generation by frequent travellers
- 7. Phase 3 Ideation & Concept Development Validation Insightment Quantitative and emotional validation of 4 selected concepts
- 8. Phase 1 Insightment Observation leads to insight discovery
- 11. Ideation by Air France and KLM
- 12. Phase 2 Ideation & Concept Development Insightment Discussions placing insights in perspective Idea generation by frequent travellers
- 13. Understanding customer expectations WOW actual experience UGH expected experience
- 19. Phase 3 Ideation & Concept Development Validation Insightment Quantitative and emotional validation of 4 selected concepts
- 20. Concept casino
- 22. To conclude Involving consumers connects multiple stakeholders and demystifies the front end of innovation. Key customers are an important ‘partner in crime’ in reaching competitive advantage. It’s not about delivering slides, it‘s about making research actionable.
- 23. Thanks! +32 494 867 081 thomas@insites-consulting.com @thomastroch http://be.linkedin.com/in/thomastroch Contact