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.

Empresariales Tecnología

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

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

For complex situations
involving multiple
stakeholders, key
customers can help you
to make the difference.

Phase 1

Insightment

Observation leads to insight discovery

Phase 2

Ideation &
Concept Development

Insightment

Discussions placing insights in perspective
Idea generation by frequent travellers

Phase 3

Ideation &
Concept Development
Validation

Insightment

Quantitative and emotional validation of 4 selected
concepts

Understanding customer expectations

WOW
actual
experience

UGH

expected
experience

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.

Thanks!

+32 494 867 081

thomas@insites-consulting.com

@thomastroch

http://be.linkedin.com/in/thomastroch

Contact

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