LEADING INTERNATIONAL Airline

Client challenge

When COVID-19 disrupted global travel, this major international airline quickly recognized near-real-time data as a key driver in their ability to respond more quickly to shifts in the market. In response, the organization increased its availability by more than 1,000% in just over 18 months.

This rapid growth in data uncovered an urgent need for a new data strategy to maintain quality, ensure end-to-end governance, and enable data-driven decision-making across the business.

Project goals

• Redefine the client’s data strategy to identify and eliminate barriers to data-driven decision-making

• Build a shared vision of data’s future value for business and IT stakeholders across the organization

• Drive lasting momentum with a user-driven strategic roadmap

How I helped

• Conducted listening sessions with 40+ stakeholders, capturing current-day struggles and wishes for the future

• Analyzed listening session data and grouped by sentiment and key areas of impact, providing key insights to executive leadership

• Developed user personas based on Jobs to be Done

• Provided creative direction for Art of Possible design mockups with input from tech SMEs and previously interviewed client stakeholders

• Co-facilitated client ideation, prioritization, and strategic road-mapping workshops

• Led narrative strategy at each stage of the engagement to ensure a seamless and impactful experience for clients and business leaders

Outcomes

• $25M+ in sales opportunities growing from this 8-week engagement

• Enthusiastic buy-in across client stakeholders

• Actionable 3-year roadmap for increased long-term opportunities

• Strategic, shareable communications package with multiple formats, including video, ready to socialize with executive leadership

The engagement started with deep listening across the organization. I met with and interviewed more than 40 stakeholders across business and IT.

From there, I developed a set of real, tangible insights from these conversations, complete with actual examples and quotes from my listening sessions.

I also created data user personas to help the client better understand their stakeholders’ needs while shifting their thinking from Job Titles to Jobs to be Done.

Bringing everything we’d heard together, I collaborated with our design team to develop Art of Possible mockups, illustrating what a best-in-class experience could look like for our key personas and helping our client define their future vision.

Finally, I helped facilitate client and SME workshops to break down and define the steps necessary to make their future vision a reality, resulting in a 3-year strategic roadmap, complete with detailed initiative briefs for each effort.