During IATA 2016 World Passenger Symposium in Dubai Indra presented how Indra drive innovation with speed via agile, and innovative customer interaction measurements.

1. DRIVING BUSINESS CHANGE
THROUGH INNOVATION
METHODOLOGY

2. 2
It is essential to understand passenger perception throughout all phases of their experience with in order to adjust and proposed
value added initiatives that allow us to meet their expectations at all times.
1. Innovation Methodology
New Methodology for changing times
Innovation methodology in
business requirements discovery
A new methodology
project delivery
New framework for
innovation
Changing from reactive to proactive
business requirements definition using
customer analytics to identify client needs
- Enhance time to market with agile
methodologies
- Obtain immediate feedback using A/B
testing and customer interaction
measurements
Agile methodology to develop, develops to automate &
control delivery, cloud infrastructure to guarantee
scalability and big data to process information/customer
feedback are key pieces of the new framework

3. 3
The number of devices, competitors and
touchpoints increases considerably every
day, therefore the airline needs to be
present and available simultaneously in
every channel
Simplifying the user experience is essential
for retaining consumers. The airline must
re-think their business in order to have a
responsive, simple booking process and
easy to navigate sites/apps, while make
use of new technologies to offer new
services that will make the customer
journey simple and attractive
Traveler's are accustom to having what
they want fast and at any time thanks to
online channel contribution. Turning
towards a proactive strategy in which the
airline actively communicates with the
user at the right time is the key to
enhancing the user experience
Nowadays traveler have more
knowledge, and clear preferences on
their needs. The airline must provide
relevant information in order
differentiate themselves and provide
correct answers to costumer needs so
they finally convert into our company
Business Requirements Discovery.
1. Innovation Methodology
Onmichannel
Customer oriented
Useful
Quick
New customer experiences

4. 4
Changing from reactive to proactive business requirements definition using customer analytics to identify client needs
Digital
Transformation
Vision
Workshops Ideation
Align
Digital
Vision
Resources
available
Scale MeasureTechnology
execution
Vision Prototype Implementation
Add-ons
Strategy
Consultants
Management
Consultants
Technology
Consultants
Experience
Designers
Solutions
Architecs
Technology
Consultants
Cybersecurity
Experts
Data
ScientistsCapabilities
Assets
IoTplatforms
Applications
Products(iSales,socialmedialessening,advancedcontactscenter…)
From reactive to proactive using customer analytics
1. Innovation Methodology
Discovery
Social
Media
Input
Customer
Surveys
Competence
Analysis
SocialMedia Monitoring
Surveysand Q&A
Social
Media
Specialist
Campaign
and Survey
Manager
Service
Design
Specialist

5. 5
Search &Purchuse
Check-in & airport
In Flight
Baggage claim & End
of Flight
JourneyPre-Journey Post-Journey
Awareness Consideration Purchase Live Experience Retention
Social Media:
Comments– Passenger Service
Listen &
Tracking
Claims
Recommendations
(social clicks)
Transport search
Baggage claim
Friends
& family
Web Home Flight
selection & offers
Listen &
Tracking
Passengers
Community
Media
APP
Entrance
to airplane
Share
experience
Check-in
Online
Comunidad de
viajeros
Baggage
check-in
Queue in security On board
service
On board
entertainment
LoyaltyPassenger
Support
Alerts & flight
notifications
Queue and Desk
attention
In flight experience
Waiting time due to
boarding delays
Brand
Reputation
Interaction &
UX Web
UX
Identify customer interaction pain points.
1. Innovation Methodology
Enhance time to market with agile methodologies. Obtain immediate feedback using A/B testing and customer interaction
measurements..

6. 6
Early delivery
Continuous improvement
Product adaptation
Intern collaboration
Of product (software)
with added value
Of people, processes, tools and
technologies
Panned to response the
changes that appears
As previous practice to
costumer collaboration
New Methodology on Project Delivery
1. Innovation Methodology
Is not about being perfect but continuously improve

7. 7
Be agile
1. Innovation Methodology
Better time to market using iterative increase methodologies
New Variables
Uncertainty (is more difficult to know
who is going to need a changing
world) and speed (obsolescence
periods are dwindling)
Methodological Base
When you adopt agile methodologies we
change from a predictive system(Waterfall
Methodology) to an evolutive system (Agile
Methodology)
Agile Characteristics
• Functional prototypes with
added value throughout the
project
• Customer integration in the
team
• Less controlled processes
Methodology Types
Iterative Increase Methodologies (Scrum)
vs Continuous Increase Methodologies
(Kanban)
Agile scaling
Foundations of Development
Continuous integration, TDD

8. 8
OperationsBusiness
Deploying on cloud involves the
necessity of describing in a
normalized way the settings of a
virtual machine or a container is
uploading to the cloud, to
automatize delivery and
escalation
Lower Time-to-market as a
competitive advantage, creating a
growing pressure for having a new
software as soon as possible with
lower service interruptions
Development
New architecture framework
based on micro services responds
to mobility necessities. It is
necessary to manage new assets
to change and evolve quickly
production versions.
Agile
Development
Agile
Management
Agile
Operations
New Framework for Innovation
1. Innovation Methodology

9. 9
IT
Governance
(Linear IT)
ITaaS
(IT as a
Service)
Digital
Governance
DTaaS
(Technology
as a Service)
(Non-Linear IT)
Digital Technologies Consulting
(Projects)
Agile Processes & Tools
(Projects)
Digital Technologies Offices
(Projects)
Service Catalogues
(DTaaS / ITaaS)
Strategy & Digital
Organization
Digital Technologies Offices
(Expert Center Services)
Digital Change Management
Plans
PMO as a Service (PMOaaS)
Expert Center for
Tools Support
Think Build Run Improve
Digital KPIs / SLA
DevOps / Agile
Coaching & Follow Up of
Digital Transformation
Toolset for Governance and
Management of DT
Office of Digital Services
Management
Operational Efficiency
Agile Organization
1. Innovation Methodology
Agile methodology to develop, DevOps to automate & control delivery, cloud infrastructure to guarantee scalability and big data to
process information / customer feedback are key pieces of the new framework.

10. 10
We Speak Airlines
Oct 2016