Alaska Air AppAir App Alaska
Francis will explore why it is so difficult to have good in-house produce and how Alaska Airlines uses digital mindset, responsive engineering and open dialog between user and producer to develop applications that employee loves. Understanding the importance of developing applications that staff members enjoy and why this emphasis can help your overall app strategies.
Knowing why you spend so much of your free Time with your staff will help you understand how different individuals interact with your clients. The reason why the way of thinking "good enough" limits the qualitiy of the in-house tool. I' ll talk about developing applications that staff like. I wanted to come to the subject of it. This is a little introduction about Alaska Airlines.
In 1932, 85 years ago, we started in Alaska, so we were one of the longest served aviation companies in the world. More than 20,000 staff, including around 14,000 front-line staff - pilot, cabin crew, air field representatives, apron representatives. I think it is in the Alaska mind that this is one of the most valuable achievements we have with our clients.
There are many reasons why I think Alaska is a favorite among them. Take care of the security of your customers and their staff. This is a great one. Our offer is good value for money and a great on-board driving pleasure. What I think is that I want to speak about more is the outstanding level of after sales services.
I think the customers can see that too, because how good are you in the end, can you, can you, create a beneficial effect for the customers? This is done by making use of the kind of digitally experienced communication between a client and a CSR. This raises the issue, how come, from my own personal and professional business conversations, why don't we give our staff good in-house produce?
What amount of work, what kind of cash and what kind of person are you willing to invest in order to develop the best possible one? And for better or for worse, that'?s what the employee?s busy with. What is happening to us in Alaska, some instances of it, we have an old system, 10, 20, 30 year old ones that might have been a good concept when it began, but at the moment it just kind of somehow increased without really poor manageability.
It' s what you like because it does the job you have to do, everyone is educated in it, but you never know when it will happen and that can cause a whole bunch of hassles. It'...one supplier is creating a single item, and the use case was for you and a hundred of your competition.
Thus everyone gets quite exactly the same products and the same experiences, and you don't really have the chance to use your assets, your experiences, your expertise to distinguish the two. We' re also having a little problems with MVP, a minimal sustainable one. The leadership liked that.
Otherwise, you have a really poor business deal for the staff member. Therefore, it is very important to fulfil all the experiences for the employees. When it ended, you may have forgot what the initial purpose of the work was. We' re trying to find another way for Alaska Airlines.
However, what we do believe is that the phone can make a significant difference to the way business works, the way customers interact, the way employees interact, and the overall bottom line. It is our business to provide easy, dependable and portable solutions that enable individuals to enhance their business. So if you are the Pilot Product Manager, for example, hang out in the dashboard, talk to the master and first mate, and fly over Southeast Alaska on a nice bright summer-week.
We spend a great deal of our free time with our staff and we find out how we can resolve the shared issues they face. The how and why of what we do is that we believe that by giving and giving, by enabling the worker to better tool, we can significantly alter the processes.
Really, from the point of convergence, you really have the opportunity to create a great one. How can we alleviate the burden of cognition for the users so that they can pick up, interprete, act and process information, resulting in a less stressing setting and more focused on the client?
What's real is, we didn't really employ guys knocking on the keypad. We' ve recruited guys to speak to and interact with you. Now, you may be comfortable with the loops of products feed-back where you have an ideas, you construct them, and then when you deliver them, you hear them and you get to know how your users use the products.
First, it's only part of good stewardship. They need to know how to use your products, and this can affect your roadmap. On the other hand, part we do is that Alaska is going through quite a bit of a big cultural shift as well, as very high levels, with the acquisition of Virgin America, where things are happening.
The way humans do their work is also changed by us and they have been doing this work for a very long while. We use Message Center in our in-house applications, and it was really...the actual intent was to establish a dialog with the users that would allow us, the employees of the products, to respond quickly and let them know that we are hearing them and that we are here to help them.
So, if we ever give a good deal to the staff, it's better not to screw it up, or they'll get the call, and then at some point we'll get the call. "So it was a big advantage and it's a great opportunity to have that kind of exposure. Let me ask you, let me tempt you, if possible, to devote your free hours to your staff, to your local staff.
When it is a storage facility, when it is a call centre, when it is a business, you are spending some with it. Cause I really think we can have some great experience when we hang out with the staff at the front. Ask: "How does your customer applications interrelate with your staff system?
It'?s a good one? Finally, you can create a business that will inspire both your staff and your clients.