As Google, how would you go about improving inflight experience?

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As Google, how would you go about improving inflight experience?

Asked at Google over a year ago

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Clarifying questions:

1) Confirm scope of 'inflight' - For now let's say the scope starts when a person steps into the flight (post boarding checks), until the person gets of the flight (before immigration/entry).

2) Is this only flyers or pilots or airhostess/host? Flyers only

3) Is this domestic or international? I'd focus on domestic since this is the more price-compeitive market and Google can have an impact through scrappy solution.

4) Are physical changes to the plane on the table? Nothing major

4) Is there a specific org excited about this initiative? Example Ads might care about revenue generation, Maps might care about experience reviews or transitions information, etc - let's say this is a Google Travel (flights) initiative.

3) In that case, validate assumption: Improve means user enjoys the flight (measured through CSAT), or specifically improve inflight experience toward a new revenue stream? - Let's say for now, it is for now an improved experience toward CSAT. Maybe eventual discuss revenue stream options

Structure:

I'd like to look at our user journey 'Before','During' and 'After' seating to understand top users/use cases. After that I'd like to categorize them into themes/hypotheses and identify top solutions. I'll look into addressing those solution from a Google offerings suite lens and prioritize. Then we can discuss Success Metrics

User Journey

Before	During	After
Locate Bag space Locate seat aisles (big planes) Walk till seat	Queue for restroom Free time/Boredom Sleeping position uncomfortable Health concerns - covid, anxiety, earpressure etc	Queuing Stalled Planes

Categorize into 2 broad buckets:

1) Procedural/Optimization issues: Locate Bag Space/ Restroom

2) Emotional/Personal concerns

App for inflight experience:

-> Like Parking Garages, it can light up empty bag space and your own seat to help navigate. Go one step further for carousal for overhead compartment. This would require some changes to the physical plane, but would have high impact on self-serving flyers. Leverage Google Maps with its Artificial Reality functionality to help navigate to right seat/baggage space

-> Social fetaures like offline, bluetooth games or chats. Engage with neighbor or co-flyer to meet socially. Chat feature with double opt-in. medium effort, high impact. Google meet or Google Doodle games to support the solution

-> Restroom Queuing - Low effort, high impact

-> Health alerts on destination/starting airport - source from Google News. low effort, high impact.

-> Reminders to get offline content and prebook meals for inflight - Calendar/Gmail/Wallet based reminder. low effort, medium impact

Prioritse top 2 for high impact on both themes' criteria

Metrics:

-> CSAT - in-app

-> App Usage - MAU/WAU