MobiU2012 Summit: The 24/7 On-the-Go Consumer by United Airlines
1. Engaging the 24/7 On-the-Go Traveler
Jeff Ulrich, Sr. Manager â Innovation, United Airlines
@united
Event hashtag #MobiU2012
Presented by the Heartland Mobile Council
3. #MobiU2012, @united
Our Global Operation
⢠376 Airports Worldwide
⢠5,656 Flights Daily
⢠Approximately 400,000 customers daily
⢠74,000,000 bags / yearly - over 200,000 daily
⢠Approximately 300,000 operational messages daily
4. #MobiU2012, @united
80 Million + Members
â˘Elite Levels
⢠Premier Silver
⢠Premier Gold
⢠Premier Platinum
⢠Premier 1K
⢠Global Services
8. #MobiU2012, @united
FlightView Survey â Business and Leisure
⢠Survey of over 2,600 travelers
⢠93.6% want flight status information
⢠73.2% want boarding alerts
⢠57.4% want upgrade information
⢠39.8% want stand-by status updates
9. #MobiU2012, @united
Business Travelers â What do they want?
They all want information!
⢠94% want flight status
⢠70% would like mobile alerts
⢠63% want to see seat upgrade availability.
-FlightView
11. #MobiU2012, @united
Use your own tools â buy your own product
⢠Sign up for all your Company
communications
⢠Actively solicit feedback on all
fronts
⢠Internal / External forums
⢠Twitter / Social
⢠App stores, etc.
⢠Use your own web sites / apps
/ tools
19. #MobiU2012, @united
Going Mobile â m.web AND app.
Extending key website tools to the mobile channel
â˘m.united.com
⢠Text Version
⢠Smart Phone Version
â˘Mobile App
⢠iOS
⢠Android
28. #MobiU2012, @united
Circa 2010 iTunes Comments
⢠Was hoping to see an easy app, that would allow me to
directly check availability, cost, book flights, check-in, and
make itinerary changes mid tripâŚThis app does none of
these things.
⢠How about push notices for flight status changes?
⢠âŚa good start. But basically this is just a giant bookmark
that happens to remember your xx.com username and
password. All the actual transactions take place via
mobile safariâŚ
⢠âŚno real app, just a launcher for their mobile site. This is
too weak for a global player like XX.
29. #MobiU2012, @united
2010 Continental App Requirements
⢠Check-in
⢠Mobile Boarding Pass Storage
⢠Flight booking â basic
⢠Flight Status (same detail as /info sites today)
⢠OnePass account status
⢠My reservations
⢠Push trip-alert notifications
⢠Club Locations / Wayfinding
31. #MobiU2012, @united
Mobile App â the basics
⢠Full Featured
⢠Native â iOS / Android
⢠Speed
⢠Customization
⢠Better User Experience
37. #MobiU2012, @united
More Tools for the Business Traveler
⢠Check-in
⢠Mobile Boarding Pass
⢠Auto return check-in
⢠Kiosk Check-in
⢠Dom <20%
⢠International <30%
44. #MobiU2012, @united
Whatâs on my Radar?
Whatâs on my radar?
⢠Location, Location, Location
⢠Wallets and Payments
⢠Tablets, Phoneblets, Convergence