What’s easier than 1,2,3?

Last Christmas I took an Air New Zealand flight from Auckland to Queenstown, and I have to say: it was the best check-in experience I’ve ever had.

Once I arrived at the terminal, I was quite impressed by how simple the process was. I basically had to follow two big signs on the concourse:

1. Start here (this sign was just above the self service kiosks)
2. Bag drop (this sign was just above a conveyor belt)

I got so excited about the whole thing that I had to take a few pictures while Jane, my girlfriend, was dealing with the check-in:

Scanning our e-ticket

Selecting the passengers

Answering the security questions

Printing the luggage tags

Weighing your bag and attaching luggage tags

Going to step 2: luggage drop-off

Job done!

The whole thing didn’t take more than 5 min!

Mpass: using your phone as a boarding pass

Air New Zealand is also rolling out self-service scanners at the boarding gates: you can either use your boarding pass or an mPass – a service that allows you to download your boarding passes for Air New Zealand flights onto your mobile phone. It generates a bar code that you can then scan at the kiosks to check-in or at the gates to board.

Scanning kiosks at the boarding gate

mPass: using your phone as a boarding pass

At Engine, we designed a similar concept for Virgin Atlantic, and the results were quite impressive. Check-in times were reduced by 50%, and passenger satisfaction increased substantially.

The great thing about this check-in is that it takes staff from behind the counter, enabling them to roam the concourse to help passengers. It’s a win-win situation: the airline has a much more efficient process, enabling staff to deal with problems that really matter (passengers with excess luggage or delayed flights), and passengers can go through a hassle-free check-in. Great example of how service design can bring value to both users and providers.

More info on Air New Zealand’s new check in here

CBI report on service innovation

The CBI published a report that explores how service innovation can help companies achieve competitive advantage.

The CBI and QinetiQ study found that company culture and market forces are the two main drivers of innovation in the service sector. Having a positive attitude to creativity, risk and failure is vital, and firms that are always willing to learn are also the ones most likely to succeed.

Key recommendations in the CBI/QinetiQ report include:
– Using the tax system as a tool to encourage innovation, by making it more forgiving and flexible
– Increasing the proportion of the government’s annual purchasing budget going on innovative services
– Improving financial support for companies wishing to take risks with new services
– Identifying champions of innovation across government and the public sector
– Encouraging firms to work with universities and other to share data for service sector research.

Engine contributed to the by adding the consultancy view on service innovation, with an emphasis on design and culture.

You can download the report from Engine’s website. Just click on the link at the bottom of the page.

Adaptive Path’s Subject to Change: watch the movie, read the book

I’ve recently posted a post about a new book published by Adaptive Path’s folks called Subject to Change. For those who want more details, and don’t have the time to read the book, here’s a taster about their customer centric approach to create new products and services. It’s a bit long, but it’s worth it

Vodpod videos no longer available.

more about “Adaptive Path’s Subject to Change: wa…“, posted with vodpod

via nussbaumondesign