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swift air media

Customer Experience, Design, Service Design, User Experience

Swift Air Media’s In-Flight Customer Experience Goes Glocal at 30,000 Feet

March 15, 2013
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A customer experience at 30,000 feet presents an interesting situation. For one, she is feeling like one very captive customer, sometimes one very bored customer, and very often, both.

 

In-flight movies and beverage service have helped assuage that but what about in-flight wi-fi?

 

Yeah. What about that?

 

 

True, you can now work while crossing the Atlantic but it is arguable that this is indeed a good thing. On many flight flights wi-fi is a paid service which means the customer has to have enough of a motivator to pay for wi-fi. Somehow paying to do work is a something of a conceptual stumbling block to an impulse purchase. But what if what you could do online would actually help you once you arrived at your destination? What if you could discover new places to stay, eat, and have fun in the city you are about to land in a short amount of time? Making in-flight content relevant for air travelers is exactly what SwiftAir Media is aiming to do with their launch of their native commerce platform for corporations and publishers.

Scott Terrell of Swift Air Media told me in an email, The publishing revolution is really about giving people the information they need and want given their current location and environment. We’re simply applying that to the inflight travel guide experience — telling people what they should do, see, and buy in the city where they’re about to land.”

Back in January 2011 the concept was born:

With Southwest Airlines as their first client, SwiftAir Media provided them with the platform and services to create their own publication to sell direct to the in-flight consumer. Publishers now have a workflow software and can help both with SwiftAir’s media and services division to develop destination specific in-flight content. According to a recent market research report, “Global Market Aviation In-Flight Entertainment and Communication Market (2012 – 2017) the in-flight entertainment and communication market will be worth $3 Billion by 2017. Fair enough, that’s the business side of the equation but what can the customer get out of this?

Imagine you are flying from Phoenix to Chicago, you get on wi-fi on you iPhone and it looks something like this. Offers, deals, and promotions for the Chicago area, updated in real time and right on, say, your iPhone. Scott said it like this, We’re allowing Southwest and other brands to reach their customers and tell relevant stories to them because of our Native Commerce Platform and the E-commerce functionality it has. So people can explore, read, save, share, and buy while in the air, and then again once on the ground.”

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A notable development on device usage tells us that mobile devices are the preferred device in-flight, which makes sense because who, except those fortunate enough to be in first class, have enough room for anything other than a tablet or a smartphone? We know that Apple has an 84% share of people who connect to GoGo wifi. In an article  from TabTimes entitled, “Bye bye laptop” we learn that most users of Gogo’s in-flight Internet service now use tablets and smartphones to connect to the Internet followed by laptops. Article here: Bye bye laptop? Most users of Gogo’s in-flight Internet service tap iPads and … – TabTimes

Let’s take a look at how these activities break down from a customer usage perspective, again, from the good people at GoGo:

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Let’s look at some current in-flight trends. Much of it is focused on passive viewing like the extended viewing times that Virgin Atlantic recently announced, “The move is an extension of the boarding to disembarkation total entertainment package that the company introduced on several of its routes last year, and it means that on an average five hour flight, passengers can benefit from screened entertainment for about an extra hour. It is a departure from the recognised system of only commencing entertainment after the aircraft has taken off and the obligatory announcements have been made, and turning the service off again as much as 20 minutes before the aircraft lands.”

But that content has little if anything to do with the specific destination the traveler is going to and providing content that will be informative and helpful upon landing which is why what Swift Air Media is offering shows such promise. This is basic customer experience / service design thinking: know your customer and add some value in whatever context you can do so.

ABOUT SWIFT AIR MEDIA: SwiftAir is an innovative in-flight travel guide designed to provide air travelers with virtual tours, special deals and insider information about their destination city. The complimentary Web-based technology is viewable on board flights equipped with a Wi-Fi connection. Revolutionary to the marketplace, SwiftAir offers key benefits to their partners – both vendors and airlines – as well as to the end-users of the platform.

As a vendor, SwiftAir provides a fresh and exciting entry point to reach an engaged audience who will be more receptive to learning about new products and services. Being featured on the SwiftAir platform, businesses can help consumers shape their travel experience while gaining exposure to a new and captive audience.

As an airline, partnering with SwiftAir can provide unmatched value to passengers by enhancing their on board experience. Additionally, it can serve as a secondary revenue stream to help recover the costs of providing Wi-Fi to air travelers.

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Thank you. Enjoy your flight. ;  )

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