Visualization of the boarding in plane process

Challenge :

Boarding in plane (the moment when passengers are in the waiting room at the terminal gate and ready to  board in plane, they have already checked-in, droped-off luggages, passed the security checkpoint) is a critical  activity for most of airlines carriers, every time an aircraft departure time is not respected,  cost the company a  lot of money and creates customer frustration. As a junior consultant for US Direct Deposit Program, a specialized firm in the  travelling field, i get the chance to work on this challenge for Profima. The company customer  satisfaction level for 2017 declined when compared to 2016 , current flight operationnal costs increase by 1.2  millions versus last year for the same sales volume, a recent analysis done by finance departement concluded  that late boarding  represents the #1 root cause for costs increase.My mission was to improve the boarding  process, starting with defining and validating the "What if ?" current state with stakeholders.

Selection : I have used 2  visualization tools to ensure that all stakeholders understand the challenge.  A real-time video of all  boarding steps, starting from boarding announcements by hostess and ending by all  passengers sitting in the aircraft.  A mapping of all activities, actors and objects of the boarding process.  The mapping represent a common langage, a one picture that resume the process and serve as a foundation for  identifying pain points by stakeholders, for identifying of steps that creates waste and steps creating value. The video represent  an excellent tool to see virtually each step, it helps to understand the behaviour of each  actor too, what's the stakeholder goals, resources and constraints ?

Application :

I have conducted a one day workshop on the current state "What if ?" of the challenge, i have invited at the  airport, nearby a quite and spacious conference room, the following participants plus me :  boarding hostess sitting at the desk flight hostess from crew flight captain airport  air controller 5 travellers (1 family profil that travel with kids, 1 business profil that travel in first class, 1 disabled person profil,  1 traveller with cabin luggage and another without cabin luggage)

I have explained to the group what's the workshop main goals and rules to follow during this event, i have  explained the Why, that the challenge the company is experiencing cost a lot for the compagny and have an  impact on the customer experience and if the business continues running as usual, the customers will pay the  price for increasing costs indirectly.

Our journey started with visionning a boarding process in real time, i have provided to the group a bunder of  post-it so they can note elements that called their attention, one element by post it.

After the video, i have conducted a first activity with the group, a kind of "ice breaker", i give the participants a  30 min and asked them  : to stick the post it on a white board to group elements that seems similars together to build a sequence of activities they have seen

With this activity, the group start getting engaged with each other and with the boarding process. Thereafter, i have presented the map process of the boarding, first i went step by step, i have did a quick  overview to show the end-to-end process. Second, i have revisited each step more in details, for example :  on  the first activity that is "Passengers wait for boarding", i have asked the participants what do they think about  this activity ? Do they have any concerns and pain points ? Do they see any improvement opportunities and  best  practices ? I have noted contuniously all participants inputs and comments in an excel file.

After my second review of the process map, i shared and reviewed with the participants all elements that they  have bring in to be sure i have noted in a clear manner their reflexions.

Insight : I have did a  recap at the end of day with the participants, i have asked them their opinions regarding the  workshop. They all agree and state that the 2  visualization tools used are very powerfull because reflexion and  elements capted are regarding one version of the truth presented, a sort of common langage they have  understood, it's true that a picture  worth a thousand words. After reviewing, the excel file log of the workshops inputs and comments, i was impressed by the quantity and  quality of initiatives. I share one interesting initiative : Starting from seats of the last section of the airplane(from back to front of the plane),  board passengers with  cabin luggage first, then board passengers without cabin luggage. The company  COE found it interesting and exciting that customers are part of the solution.

Approach : Once the "What is?" phase was completed, , i have established a plan to prioritize and develop the initiatives for  the "What if" phase, i have used brainstorming and concept development tool,  I had to determine among initiatives which ones are quick wins, that we can test and pilot in a short term, which  ones belong to technology and needs an IT development and more time to define requirements, respect of  customers business needs. During the "What wows ?" phase, i had the mission to do few rapids prototypes, i tested and piloted the  solutions for some flights at differents airports, i have received inputs from the pilots(flights in test) after each  flight and i have adjusted and adapted the solutions to align with customers and business needs. After 2 weeks  of testing, by using the learning launch design tool i was able to build a strong business case of the initiatives  improvements (impact on the  customer experience, dollar cost impact  by flight , time for boarding, respect of  departure time), i presented the business case to the COE and recommanded to scale this new strategy across all  the business.


Visualization of the boarding in plane process Challenge : Boarding in plane ( the moment when passengers are in the waiting room at the terminal gate and ready to board in plane , they have already checked - in , droped - off luggages , passed the security checkpoint ) is a critical activity for most of airlines carriers , every time an aircraft departure time is not respected , cost the company a lot of money and creates customer frustration . As a junior consultant for US Direct Deposit Program , a specialized firm in the travelling field , i get the chance to work on this challenge for Profima . The company customer satisfaction level for 2017 declined when compared to 2016 , current flight operationnal costs increase by 1.2 millions versus last year for the same sales volume , a recent analysis done by finance departement concluded that late boarding represents the # 1 root cause for costs increase . My mission was to improve the boarding process , starting with defining and validating the " What if ? " current state with stakeholders . Selection : I have used 2 visualization tools to ensure that all stakeholders understand the challenge . A real - time video of all boarding steps , starting from boarding announcements by hostess and ending by all passengers sitting in the aircraft . A mapping of all activities , actors and objects of the boarding process . The mapping represent a common langage , a one picture that resume the process and serve as a foundation for identifying pain points by stakeholders , for identifying of steps that creates waste and steps creating value . The video represent an excellent tool to see virtually each step , it helps to understand the behaviour of each actor too , what 's the stakeholder goals , resources and constraints ? Application : I have conducted a one day workshop on the current state " What if ? " of the challenge , i have invited at the airport , nearby a quite and spacious conference room , the following participants plus me : boarding hostess sitting at the desk flight hostess from crew flight captain airport air controller 5 travellers ( 1 family profil that travel with kids , 1 business profil that travel in first class , 1 disabled person profil , 1 traveller with cabin luggage and another without cabin luggage ) I have explained to the group what 's the workshop main goals and rules to follow during this event , i have explained the Why , that the challenge the company is experiencing cost a lot for the compagny and have an impact on the customer experience and if the business continues running as usual , the customers will pay the price for increasing costs indirectly . Our journey started with visionning a boarding process in real time , i have provided to the group a bunder of post - it so they can note elements that called their attention , one element by post it . After the video , i have conducted a first activity with the group , a kind of " ice breaker " , i give the participants a 30 min and asked them : to stick the post it on a white board to group elements that seems similars together to build a sequence of activities they have seen With this activity , the group start getting engaged with each other and with the boarding process . Thereafter , i have presented the map process of the boarding , first i went step by step , i have did a quick overview to show the end - to - end process . Second , i have revisited each step more in details , for example : on the first activity that is " Passengers wait for boarding " , i have asked the participants what do they think about this activity ? Do they have any concerns and pain points ? Do they see any improvement opportunities and best practices ? I have noted contuniously all participants inputs and comments in an excel file . After my second review of the process map , i shared and reviewed with the participants all elements that they have bring in to be sure i have noted in a clear manner their reflexions . Insight : I have did a recap at the end of day with the participants , i have asked them their opinions regarding the workshop . They all agree and state that the 2 visualization tools used are very powerfull because reflexion and elements capted are regarding one version of the truth presented , a sort of common langage they have understood , it 's true that a picture worth a thousand words . After reviewing , the excel file log of the workshops inputs and comments , i was impressed by the quantity and quality of initiatives . I share one interesting initiative : Starting from seats of the last section of the airplane(from back to front of the plane ) , board passengers with cabin luggage first , then board passengers without cabin luggage . The company COE found it interesting and exciting that customers are part of the solution . Approach : Once the " What is ? " phase was completed , , i have established a plan to prioritize and develop the initiatives for the " What if " phase , i have used brainstorming and concept development tool , I had to determine among initiatives which ones are quick wins , that we can test and pilot in a short term , which ones belong to technology and needs an IT development and more time to define requirements , respect of customers business needs . During the " What wows ? " phase , i had the mission to do few rapids prototypes , i tested and piloted the solutions for some flights at differents airports , i have received inputs from the pilots(flights in test ) after each flight and i have adjusted and adapted the solutions to align with customers and business needs . After 2 weeks of testing , by using the learning launch design tool i was able to build a strong business case of the initiatives improvements ( impact on the customer experience , dollar cost impact by flight , time for boarding , respect of departure time ) , i presented the business case to the COE and recommanded to scale this new strategy across all the business .