The client
The client is one of India’s major airline operating a fleet of both narrow-body and wide-body aircraft with a fleet consisting of Airbus A319, A320, A320neo, A321, A321neo, A350 as well as the Boeing 777 and Boeing 787, making for a total of 135 aircraft. Pilots and their experience form a key factor in the overall productivity, service quality and efficiency gains for the airline.
The problem
Since this was targeted at the pilot persona, we went in depth into a pilot journey. Pilots reported an increased level of fatigue and lack of planning assistance. The documentation was offline and accessing those records all the time was an issue. Supplementary services such as to and fro cab booking, pre-flight planning were all a bit cumbersome to manage with offline channels. There was also a lack of two way collaboration between the management and the pilots as email and modes made it more cumbersome.
Scheduling & Fatigue
- Static hard-wired pdf; unable to request any change.
- Long and independent process of getting edits made to Roster.
- Pilot personal schedule/requests not taken into consideration.
Disparate Systems
- No single point of access for all services.
- Separate platform for flight checklist and weather.
- Using email for sending flight documents
Learning & Growth
- Not motivated enough day to day.
- Lack of single LMS system and no reminders.
- Unable to track progress, completed and upcoming trainings
Document Management
- Documents are scattered through emails, & platforms.
- Commenting and review on flight documents is cumbersome.
- Physical documents/licenses increase pressure and are hard to manage
Workload & Stress
- Hectic flight schedules compromising personal commitments.
- Deal with high stress situations specially delays, cancellations, or harsh weather conditions
The solution
Targeting the exact pain points and designing to address those specific issues and challenges during the customer journey, helped us greatly in enhancing the experience. We were able to provide better and improved channel of communication. Pre-flight planning also improved greatly as pilots were now able to receive, review, annotate and save flight plans. Pilots were also better able to better plan their schedules and upcoming holidays in co-ordination with the management. Services such as to and fro cab service, license expiry updates, weather, hotel info greatly supported the pilot in their journey.
Omnichannel Experience
- Integration of all services on single app.
- Navigation of multiple services with same experience.
Digital Documentation
- Online documentation and digital signage.
- Tracking of pending reviews.
Personalization
- Personalised auto reminders for trainings events and celebrations.
Dynamic Schedules
- Dynamic Roasters with flexibility to change request
- Time block flexibility for pilots
- Real – time push alerts on flights status
Seamless Collaboration
- Better collaboration with crew members.
- Easy access to care center for tickets
Our work in action
Improved efficiency
Pilots could easily avail flight plan, weather reports, travel and lodging arrangements which led to improved efficiency.
Reduction in perceived fatigue among pilots
Overall fatigue scores among pilots saw a 15% reduction.
Better planning and optimization
Pre-flight plan review led to decrease in the total time required.
tx, USA
London, UK
India
