This is the second part of my interview with Martyn Reding, Head of UX and Optimization at Virgin Atlantic. In this part, I talked to Martyn about how they do their airline user research and how they optimize UX by focusing on user needs. For those who missed it, in the first part Martyn explained why and how they’re building their airline UX team from scratch. He also talked...
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How do you recognize an airline UX designer? He is the "cool" dude sitting behind the biggest Mac screen with his headphones on. You know the guy, right? He always looks like he really doesn't want to be disturbed. If you try to look at his screen, he acts like you're invading his intimate space. It's like asking a painter to explain his painting before it's done....
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It was a Sunday afternoon, and I was sitting at my computer, staring at my inbox and grinning ecstatically. I guess sometimes getting an email on the weekend is a good thing after all. I’d just received Avinash Kaushik’s latest newsletter and he was getting deep into digital analytics framework. Why was I so happy? Because he’d written about the same thing I've been trying to...
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I found out about Serdar Gürbüz and his airline digital transformation efforts by coincidence. It was a typical cold December evening and I was chilling on my sofa after a long day. I was watching my favourite travel TV show about the city of Istanbul. History is one of my escapes, something I like to explore to clear my mind and relax, and Istanbul’s culture and...
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“Your airline should become an online retailer.” “You should be like Amazon, Netflix, Spotify or [name your hotshot online platform here].” Do you feel bombarded by these advice, too? I was in my car listening to a podcast when it hit me - I need to do a hands-on article about ancillary revenue ideas for airlines based on a real online retail case. My car was in the tire repair...
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For the past few months, our 2018 Airline Digital Merchandising research has been my main focus. I’ll admit digital marketing, my ultimate passion, was forgotten for a while. So I think it’s high time to dive deeper into a topic that will interest all travel digital marketers. I'm talking about travel chatbots. Conversational commerce, virtual assistants and chatbots are probably among the topics you are following closely...
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The 2018 Airline Digital Merchandising White Paper is Diggintravel’s second annual survey and research in the field of airline ancillary revenue. The survey results white paper will provide you key insights on 2018 airline ancillary revenue and digital merchandising trends. While other reports focusing on ancillary revenue – like IdeaWorksCompany’s Yearbook of Ancillary Revenue – concentrate on detailed statistics of airline ancillary revenue, we focus on...
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The goal of Diggintravel Airline Digital Retailing Framework is to provide you a holistic view of all areas (and their interdependencies) needed for a successful airline digital retailing. Framework can help airlines strategically asses and plan actions by each area. For a successful ancillary revenue program all areas need to be addressed and integrated. Airline digital retailing framework was done based on the insight of 45...
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Allan Phang is one of the most unique people in the airline industry. Of course I met Allan digitally; he's impossible to catch otherwise. I ran across his LinkedIn profile when I was doing research about AirAsia. Their mission to become a digital airline was always very intriguing to me. Their CEO Tony Fernades says: You either be a "Dinosaur Manager" or "Digital Manager". It's either...
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It’s no secret that I have a great passion for CRO (conversion rate optimization) :) Not only because I believe CRO is key to long-term online growth, but because true conversion optimization cannot be done without customer centricity, which makes any aspect of travel marketing meaningful. This is why I’m constantly on the lookout for CRO experts that share the same passion - people who can show you...
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