Future Facing IFE (In Flight Entertainment) – Airline Industry 

Our client was entering contract negotiations with a major airline and wanted to demonstrate their understanding of future facing passenger needs, regarding their on-board IFE experience.  In a fast paced/technology space, it was imperative that our client could demonstrate passenger-based insights to strengthen and enhance their ‘pitch’.

We recruited a diverse passenger base – many of whom were ‘frequent flyers’ and part of various airlines loyalty programmes, (so highly engaged with the subject area).  We conducted depth interviews (online) with this passenger base (qualitatively), reviewing their current levels of satisfaction with the current IFE provision and potential direction of travel for future IFE.  The curation of a Vox Pop style video was shared as part of the negotiations – bringing to life the voice of the passenger.

We provided initial clear direction to inform user experience, content strategy and future development recommendations for IFE. This initial scoping exercise provided ‘sneak peek’ insights to frame contract negotiations with key airline partners. Further larger scale quantification of findings was also recommended as a second phase to the project, for wider roll out and validated insights.