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TRAVELXPERIENCE
Step Aboard Now!
Destination: Future of Mobile Travel.
MOBILI


tea time
#6



userADgents
userADgents
THE STUDY IN ONE SLIDE
Recent key figures about the Travel
market & travelers behaviors
More than 85 best case...
3
PART 1
FIRST, LET’S TIME TRAVEL / P.4
PART 2
MOBILE IN THE #TRAVELXPERIENCE / P.12
PART 3
FURTHER DESTINATIONS? / P.80
u...
userADgents
I

FIRST, LET’S
TIME TRAVEL !
userADgents
POST-WAR YEARS, TRAVEL STARTS TO DEMOCRATIZE
Paid leave, the glorious thirty, aviation... travel democratizes ...
userADgents
THE TRIP AGENT IS AT THE HEART OF THE
EXPERIENCE
Before the Internet, organizing a trip alone was far too long...
userADgents
INTERNET REVOLUTIONIZES THE TRAVEL OFFER
DISTRIBUTION
Encouraged by the development of e-commerce, pure player...
userADgents
THE SOCIAL WEB MAKES OF EACH TRAVELER A
PRESCRIBER
The arrival of review sites and comparators deeply changes ...
userADgents
MOBILE BECOMES A NEW TRIP COMPANION
2000 2010 20201990
Mobile first established on the booking phase, then with...
userADgents
MOBILE, AT THE HEART OF C2C TOURISM
2000 2010 20201990
The C2C economy challenges historical actors offering l...
userADgents
A JOURNEY TOWARDS THE

AUGMENTED TRAVELER
Evolution of the networks (end of
roaming), democratization of weara...
userADgents
II

MOBILE IN THE
TRAVELXPERIENCE
#TravelXperience (n.f)
userADgents
All the interactions and emotions felt by the
traveler at each step of his trip.
SEARCH...
userADgents
JOURNEY
MOBILITY
MOBILE!
A KEY DEVICE
TO PLAN A JOURNEY
& HELP THE TRAVELER
ON SITE!
userADgents
BOOKINGSEARCHING ON SITE
The smartphone is firstly used for inspiration before
actually organizing the trip.
An...
userADgents
of last minute reservations on
Booking come from
smartphones, this is why they
launched Booking Now. 
Source :...
userADgents
Globally, mobile reservations have doubled in 1 year*,
showing that beyond the last minute purchase, the
rapid...
userADgents
Site or application, the booking experience on mobile
must be optimized in order to efficiently attract users i...
userADgents
During the journey : local search massively
increases!
The stakes: 1# provide the right information at the rig...
userADgents
54% consult information on a
touristic place
Source : Tourisme & Mobile, CCM Benchmark, 02/2015
52% look for p...
userADgents
THE IMPORTANCE OF MOBILE 

FOR VOYAGES-SNCF.COM
«  Our clients became Mobile First. For the first time, mobile
...
userADgents
TO EACH
HIS OWN
TRIP
TO EACH
HIS OWN
MOBILE
MOBILE IS A REAL TRAVEL COMPANION
ENDORSING A DIFFERENT ROLE DEPEN...
IN THE 2.0 GLOBE TROTTER’S MOBILE
userADgents
Maps to find his way anywhere, anytime!
Everalbum to take 250 photos a day
Wh...
IN THE BUSINESS TRAVELER’S MOBILE
userADgents
MyMail to gather all his emails
Uber to move easily in town
Google Maps to fi...
IN THE FRIENDS TRIP’S MOBILE
userADgents
Doodle so that they all agree on the dates
Skyscanner to find & book cheap flights
...
IN THE FAMILY TRIP’S MOBILE
userADgents
Expedia to book flights, hotels, activities
Hotels.com to search hotels
HouseTrip t...
IN THE LOVING COUPLE’S MOBILE
userADgents
Voyage Privé for the all inclusive trip of next summer!
Voyages-Sncf.com to spen...
ALL ALONG THE TRAVELER’S « USER JOURNEY », FRICTIONS REMAIN…
userADgents
TOO MANY PAPERSCOMPLEXITY OF BOOKING &
FEAR TO HA...
LET’S SEE HOW MOBILE CAN BE A REAL ALLY OF
A SEAMLESS EXPERIENCE
8
userADgents
M - T R A V E L T R E N D S F O R 2 0 1 6
ME MYSELF MY TRIP
SMART BOOKING
EXPERIENCE BEFORE BOOKING
ZERO EFF...
RESEARCH
BOOKING
PREPARATION
ON SITE
POST-TRIP
LA 

#TRAVELXPERIENCE
MAP
I want a trip that
looks like me!
I want to go bu...
userADgents
ME, MYSELF, MY TRIP
1The mobile or personal & contextual research
userADgents
ME, MYSELF, MY TRIP1 The mobile or personal & contextual research
personalized offers
increase from 10 to 15%
...
1. ME, MYSELF, MY TRIP
Sites and apps want to add more
advice to counterbalance the
«  dehumanized  » aspect of their
plat...
1. ME, MYSELF, MY TRIP | THE EXPERT’S POINT OF VIEW
«  The main advantage of mobile for the traveler is to easily and
quic...
userADgents
EXPERIENCE BEFORE BOOKING
2The mobile or experience as the best criteria to choose
userADgents
EXPERIENCE BEFORE BOOKING
The mobile or experience as the best criteria to choose
2
Nowadays, the best way to ...
2. EXPERIENCE BEFORE BOOKING
Reviews are very consulted to make a
choice but travelers need more of it,
they now seek for ...
« The stake on recommendation is mostly to evolve from quantity to
quality! What worth 1000 reviews from unknown people if...
2. EXPERIENCE BEFORE BOOKING
From the airline to the hotel company,
brands invest in augmented reality to
project clients ...
« According to me, virtual reality is at the same development level as
Google Glasses. We’re still at the beginning but we...
2. EXPERIENCE BEFORE BOOKING
360° VIDEO
DEMOCRATIZES
Facebook and Youtube enable to watch
360° videos, Google proposes to
...
userADgents
SMART BOOKING
3The mobile or the fast & intelligent reservation
userADgents
SMART BOOKING3 The mobile or the fast & intelligent reservation
After choosing the destination, the traveler r...
3. SMART BOOKING
FROM THE MULTI-PLATFORM
RESEARCH TO THE
MULTIMODAL PLATFORMS
Rather than searching for the best offer
on ...
3. SMART BOOKING | THE EXPERT’S POINT OF VIEW
« The « door to door » is a strategic direction for us, even if it doesn’t c...
3. SMART BOOKING
PREDICTIVE BOOKING
Many platforms arrive to help us, with
algorithms, to foresee the decrease or
increase...
3. SMART BOOKING
LAST MINUTE BOOKING
& ON-THE-GO
Travelers don’t necessarily book their
hotel in advance as the offer is l...
«  Ceetiz was originally developed for the laptop, answering to travelers who need to
plan carefully their journey, such a...
userADgents
ZERO EFFORT PLANNING
4The mobile or the new travel planner
of connected travelers need
their smartphone during
vacations to organize their
trip more efficiently.

Trip Advisor, 2015
...
4. ZERO EFFORT PLANNING
An app to plan activities day by day, filled with
suggestions, maps, photos, guides  available
offli...
«  The « cross device  » stake is major on mobile. Let me draw you an
example of the usual customer journey: the traveler ...
userADgents
NO STRESS TRAVEL
5The mobile to keep calm while traveling
userADgents
NO STRESS TRAVEL5 The mobile to keep calm while traveling
The big Day is coming! Do I have everything I need i...
5. NO STRESS TRAVEL
SYNCHRONIZATION
& REAL TIME ALERTS
To avoid being late, waiting in line,
m i s s i n g s o m e t h i n...
5. NO STRESS TRAVEL
AVOID WAITING
Vacations are not made for waiting.
Business travelers have even less time
to wait and q...
5. NO STRESS TRAVEL
BE REASSURED
Other things that stress people out: the
fear of losing their luggages, of a
plane being ...
5. NO STRESS TRAVEL
EASILY ADAPT LOCALLY
Going on a trip is, most of the time,
visiting a foreign place where you
don’t kn...
userADgents
PIMP MY TRIP
6The mobile to enhance the trip
userADgents
PIMP MY TRIP6 The mobile to enhance the trip
Travelers want to live an unforgettable
experience, they want to ...
6. PIMP MY TRIP
TECHNOLOGY FOR A MORE
COMFORTABLE JOURNEY
What makes the ride painful: waiting
in the airport lobby, a pla...
6. PIMP MY TRIP
TECHNOLOGY FOR A MORE COMFORTABLE JOURNEY
The low-cost company launched an
entertainment service on-board,...
6. PIMP MY TRIP
TECHNOLOGY FOR MORE
SERVICES AT THE HOTEL
Accessing to more services without
having to get out of your hot...
6. PIMP MY TRIP
TECHNOLOGY FOR MORE SERVICES AT THE HOTEL
The first Virgin hotel in Chicago developed Lucy, a
virtual perso...
« According to me, innovative hotel business actors understood everything, they capitalized
on their core business: hospit...
6. PIMP MY TRIP
THE MOBILE AS YOUR
PERSONAL TOURISTIC GUIDE
The mobile phone is also a great ally to
discover a new city i...
6. PIMP MY TRIP
A mobile touristic guide that allows you to discover the
city in a fun and interactive way. Push notificati...
Acting as a social compass, @wherenext
reads the pulse of a city by using real-
time location-based social activity to
sho...
6. PIMP MY TRIP
TECHNOLOGY
AS A SOCIAL LINK
For some people, traveling is spending
time with the loved one or family but f...
WHEN THE CITY BECOMES
SMART
6. PIMP MY TRIP
In order to reduce costs and improve
the quality of urban infrastructures,
cit...
6. PIMP MY TRIP
Apps4Bcn is an app portal created by the city of
Barcelona that gathers all the useful apps a tourist
need...
userADgents
LIKE A NATIVE
7The mobile to be closer to locals
userADgents
7 LIKE A NATIVE
The mobile to be closer to locals
In this globalized world, authenticity has never
been so muc...
7. LIKE A NATIVE
With Vizeat, you can eat in privates homes to
discover local food and live a different
experience.

http:...
userADgents
MY TRIP, MY STORY
8The mobile or the new travel diary
userADgents
8
of mobile users have used
their phone to share
pictures on social networks
during their last trip.

Tourisme...
DAMIEN BELLON
COO & MANAGING DIRECTOR
@ CEETIZ
8. MY TRIP, MY STORY | THE EXPERT’S POINT OF VIEW
« To book an activity, tr...
8. MY TRIP, MY STORY
Tripcast allows travelers to privately share their
photos with their friends back home. It lets you
c...
8. MY TRIP, MY STORY
According to the NPS (Net Promoter
Score), only people having an
excellent experience (rated 9 or 10 ...
userADgents
III

FURTHER
DESTINATIONS?
userADgents
Waiting for the end of roaming,
data still is the traveler’s drug!
All these mobile services are useless if he...
userADgents
Think about the digitalization of
infrastructures and free wifi & think smart
cities!
Think about the offline av...
userADgents
Too many apps, kills apps!
The future of apps are APIs!
FURTHER DESTINATIONS?
userADgents
Prioritize APIs to integrate your service
in others’ apps to multiply touchpoints
and selling points like Uber...
BENOIT BOUFFART
PRODUCTS, CUSTOMER EXPERIENCE 

& ACCELERATION DIRECTOR
@ VOYAGES-SNCF.COM
THE EXPERT’S POINT OF VIEW
« Cl...
userADgents
The future of apps is 

their invisibility!
Think Push rather than Pull
Tomorrow, Operating Systems or a
giant...
userADgents
We no longer talk about the Travel
market, we talk about the Hospitality
market
It must be Human-centered 
Fin...
userADgents
Obviously, ordering a Uber is made
within the app and so is the payment
But the service proposed during the
ri...
userADgents
mCitizen promises the « 1 minute
check-in » and « 30 seconds check-
out » through interactive terminals
But re...
userADgents
The chocolate on the pillow in the
hotel, the « little extra » nowadays
(Who cares?)
The « little extra » tomo...
92
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THE TALK
A LIVE PRESENTATION FROM OUR
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THE WORKSHOP
TO FIND NEW IDEAS AND
OPPORTUNITIES FOR YOUR...
userADgents
Solange Derrey
Head of Trendwatchers Department
& Communication
s.derrey@useradgents.com
Marie Billon
In charg...
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DISCOVER OUR
OTHER STUDIES
ON SLIDESHARE
ENVIE D’UNE
ÉTUDE
SUR-MESURE ?
DÉCOUVREZ 

NOTRE
CATALOGUE
DE FORMATI...
USERADGENTS & JOSHFIRE
DIGITAL AGENCY
MOBILE FIRST USER CENTRIC
FABRIQUE D’OBJETS CONNECTÉS
& CABINET D’INNOVATIONS
Our ag...
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AGENCIES
TOO
COMPLEMENTARY
Yesterday, the aim was to adapt to mobile web,
but today & tomorrow it will be to e...
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Behavior analysis
Ideation workshops
Innovative concept
research
User journey
Ergonomics
Usability tests
Co-cr...
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MobiliteaTime #6 - #TravelXperience (ENGLISH VERSION)
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MobiliteaTime #6 - #TravelXperience (ENGLISH VERSION)

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Step Aboard Now! Destination: Future of Mobile Travel!
6 travelers profiles
8 m-travel trends
85 best cases
experts'interviews

Veröffentlicht in: Mobil
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MobiliteaTime #6 - #TravelXperience (ENGLISH VERSION)

  1. 1. TRAVELXPERIENCE Step Aboard Now! Destination: Future of Mobile Travel. MOBILI
 
tea time #6
 
 userADgents
  2. 2. userADgents THE STUDY IN ONE SLIDE Recent key figures about the Travel market & travelers behaviors More than 85 best cases to inspire you Travel experts’ interviews A study made thanks to a user- centric methodology 8 m-travel trends for 2016 A fully free study available in french & english
  3. 3. 3 PART 1 FIRST, LET’S TIME TRAVEL / P.4 PART 2 MOBILE IN THE #TRAVELXPERIENCE / P.12 PART 3 FURTHER DESTINATIONS? / P.80 userADgents SUMMARY
  4. 4. userADgents I
 FIRST, LET’S TIME TRAVEL !
  5. 5. userADgents POST-WAR YEARS, TRAVEL STARTS TO DEMOCRATIZE Paid leave, the glorious thirty, aviation... travel democratizes & becomes global. The market concentrates and local travel actors become multinational. 2000 2010 20201990
  6. 6. userADgents THE TRIP AGENT IS AT THE HEART OF THE EXPERIENCE Before the Internet, organizing a trip alone was far too long and
 complicated! 2000 2010 20201990
  7. 7. userADgents INTERNET REVOLUTIONIZES THE TRAVEL OFFER DISTRIBUTION Encouraged by the development of e-commerce, pure players challenge traditional actors, increasing competition and offering a more direct access to a multiplied offer (packages, comparators, discounts…). Internet started a real price war  Internet made us physical agencies’ major competitors  2000 2010 20201990
  8. 8. userADgents THE SOCIAL WEB MAKES OF EACH TRAVELER A PRESCRIBER The arrival of review sites and comparators deeply changes the way people search and decide: recommendation becomes the first help for travelers to decide. Social media started a real « opinion race »  2000 2010 20201990
  9. 9. userADgents MOBILE BECOMES A NEW TRIP COMPANION 2000 2010 20201990 Mobile first established on the booking phase, then with the development of connection abroad (3G, 4G, WiFi and unlimited packages), appeared as a real personal assistant during the trip.  Today, more than booking, mobile offers loads of service apps to improve the experience on the go. 
  10. 10. userADgents MOBILE, AT THE HEART OF C2C TOURISM 2000 2010 20201990 The C2C economy challenges historical actors offering less expensive alternatives to travelers and a new way of traveling, more authentic and aiming towards hospitality and sharing.  Mobile fostered the democratization of this era, as most of its services are mobile first and even mobile only (Uber, Airbnb…)
  11. 11. userADgents A JOURNEY TOWARDS THE
 AUGMENTED TRAVELER Evolution of the networks (end of roaming), democratization of wearables and connected objets, connected infrastructures (hotels, planes, smart cities…): mobile and technology will have an increasingly strong place in the TravelXperience! 2000 2010 20201990
  12. 12. userADgents II
 MOBILE IN THE TRAVELXPERIENCE
  13. 13. #TravelXperience (n.f) userADgents All the interactions and emotions felt by the traveler at each step of his trip. SEARCHING BOOKING DEPARTURE ON SITEPREPARATION AFTER
  14. 14. userADgents JOURNEY MOBILITY MOBILE! A KEY DEVICE TO PLAN A JOURNEY & HELP THE TRAVELER ON SITE!
  15. 15. userADgents BOOKINGSEARCHING ON SITE The smartphone is firstly used for inspiration before actually organizing the trip. And 77%* do this on their mobile during « snacking moments », waiting for the bus, watching TV, eating, etc. *Google Travelers Study 2014 of travelers start their online searching process on a mobile device. Source : Online Marketing Strategies in Travel, Juin 2015. 69% MOBILE, STARTING POINT OF THE RESEARCH x2,5 On liligo.com, mobile researches have been multiplied by 2,5 in 1 year. Source : Liligo, 2014 vs 2013
  16. 16. userADgents of last minute reservations on Booking come from smartphones, this is why they launched Booking Now.  Source : Booking, 2015. 50% 54% According to Kayak, 54% of hotel reservations on mobile are made on the same day. Source : Google, 2014. Source : Criteo Flash Travel Report 2015 Observe the share of hotel reservations via mobile increasing, as the check-in date approaches Last minute booking occur more and more on a mobile device. Obvious phenomenon on the hotel business, that we can explain notably with an offer (yield management) and a usage (less organized) pushing to last minute booking, on site & locally. MOBILE, LAST MINUTE BOOKING BOOKINGSEARCHING ON SITE
  17. 17. userADgents Globally, mobile reservations have doubled in 1 year*, showing that beyond the last minute purchase, the rapidity of access to the smartphone, notably through applications keeping infos stocked, makes the booking easier. Source : Criteo Flash Travel Report 2015 MOBILE, THE SIMPLER BOOKING BOOKINGSEARCHING ON SITE
  18. 18. userADgents Site or application, the booking experience on mobile must be optimized in order to efficiently attract users in purchase phase. MOBILE, THE SIMPLER BOOKING 83% 20% visited a competitor. Source : Google 2014 of leisure travelers have already come upon a non optimized site for mobile and only 23% pursued the navigation. Source : Google 2014 13%complained on social networks. Source : Google 2014 BOOKINGSEARCHING ON SITE
  19. 19. userADgents During the journey : local search massively increases! The stakes: 1# provide the right information at the right moment in the right context!
 2# develop its website or app in order to easily find information on this small screen! +184% 84% use a search engine on their mobile to find the right info during their trip. Source : Google, 2014 Local requests have jumped of 184% on mobile during summer 2015 vs summer 2014. Source : Think With Google, 2015 MOBILE, ESSENTIAL FOR 
 THE RESEARCH ON SITE SEARCHING ON SITEBOOKING
  20. 20. userADgents 54% consult information on a touristic place Source : Tourisme & Mobile, CCM Benchmark, 02/2015 52% look for places to visit, path ideas 36% share photos (social networks…) Orientation, information, photographing but also sharing, mobile progressively turns itself into a personalized travel guide facilitating the traveler’s experience: 98% of travelers consider their smartphone as a travel companion during their trip. Source : hotels.com 2014 of people use the Internet during vacations and 64% through their mobile Source : Deloitte, 2015. 50% MOBILE, NEW 
 TRAVEL GUIDE SEARCHING ON SITEBOOKING
  21. 21. userADgents THE IMPORTANCE OF MOBILE 
 FOR VOYAGES-SNCF.COM «  Our clients became Mobile First. For the first time, mobile represents more than half of the audience and 1/4 of transactions. We now create most of our services in mobile first. Mobile is still a creativity zone which must enable to bring even more simplicity and efficiency to our clients. If we think about business and conversion, it is a hypersensitive channel with very different behaviors between sites and mobile apps. »BENOIT BOUFFART PRODUCTS, CUSTOMER EXPERIENCE 
 & ACCELERATION DIRECTOR @ VOYAGES-SNCF.COM THE EXPERT’S POINT OF VIEW
  22. 22. userADgents TO EACH HIS OWN TRIP TO EACH HIS OWN MOBILE MOBILE IS A REAL TRAVEL COMPANION ENDORSING A DIFFERENT ROLE DEPENDING ON PROFILES
  23. 23. IN THE 2.0 GLOBE TROTTER’S MOBILE userADgents Maps to find his way anywhere, anytime! Everalbum to take 250 photos a day WhatsApp to keep in touch TripAdvisor to gather opinions and advice Google Traduction to understand / be understood A currency converter not to be ripped off The Alarm Clock app to know the time difference with friends & family Kayak to compare flights’ prices Backpackr to encounter other globe trotters sharing same passions! « My mobile is a bit like Jim, my perfect copilote » ORIENTATION IMMERSIVE
 EXPERIENCE SHARE SOUVENIRS
  24. 24. IN THE BUSINESS TRAVELER’S MOBILE userADgents MyMail to gather all his emails Uber to move easily in town Google Maps to find his way Mes notes de frais an app to evaluate his professional expenses Google for the local search Skype for conference calls & seing his family Accorhotels to smooth the check-in / check-out & services in the hotel Thalys e-Press&More to entertain himself during the flight « My mobile is a bit like Marc, my personal assistant » ORIENTATION & EASE OF 
 MOBILITY SPEED OF
 SERVICES EFFECTIVE CONNECTIVITY LOYALTY Wallet to gather his boarding passes, tickets etc.
  25. 25. IN THE FRIENDS TRIP’S MOBILE userADgents Doodle so that they all agree on the dates Skyscanner to find & book cheap flights Airbnb to check houses, more affordable than a hotel when we’re many Les bons comptes entre amis an app to manage accounts between friends Google Doc to gather their activity ideas Time Out to schedule activities, restaurants, bars, exhibitions Lydia to refund friends, because good accounts make good friends Hyperlapse to create fun time lapse videos « My mobile is a bit like Marine, my leader friend » TRAVEL
 SMART FUN
 EXPERIENCE ORGANIZATION & ADAPTABILITY
  26. 26. IN THE FAMILY TRIP’S MOBILE userADgents Expedia to book flights, hotels, activities Hotels.com to search hotels HouseTrip to book a house rather than a hotel Marmara for the ease of an all inclusive club, its services, activities The app Reminders not to forget anything before traveling Monument Tracker Family to discover the city in an interactive way Currency not to be ripped off with the local currency Cewe to create a photo album, smartphone cases, postcards & calendars « My mobile is a bit like Anne, our super nanny » ORGANIZATION PLANNING DISCOVERY SOUVENIRS ACCOMPANIMENT MédicamentsAZ to know what to do if the kids get sick or anything
  27. 27. IN THE LOVING COUPLE’S MOBILE userADgents Voyage Privé for the all inclusive trip of next summer! Voyages-Sncf.com to spend weekends away Airbnb when these weekends envies get real Booking to check hotels comparing to Airbnb’s apartments Trip Advisor to be sure to make the right choice Time Out to plan activities, restaurants, bars, exhibitions! City Mapper not to get lost in the city VSCO to improve photos before publishing them on Instagram « My mobile is a bit like Hitch, my Love Guru » QUALITY & COMFORT UNFORGETTABLE
 EXPERIENCE Hyperlapse to create cute time lapse videos OUTSTANDING
 DELIVERY
  28. 28. ALL ALONG THE TRAVELER’S « USER JOURNEY », FRICTIONS REMAIN… userADgents TOO MANY PAPERSCOMPLEXITY OF BOOKING & FEAR TO HAVE MISSED THE GOOD DEAL DIFFICULTY TO FIND A PERSONALIZED TRIP THAT LOOKS LIKE US TOO MUCH WAITING TIMEFEAR TO BE POORLY PREPARED / NOT ACCLIMATIZED STRESS OF DEPARTURE 
 & TRIP
  29. 29. LET’S SEE HOW MOBILE CAN BE A REAL ALLY OF A SEAMLESS EXPERIENCE
  30. 30. 8 userADgents M - T R A V E L T R E N D S F O R 2 0 1 6 ME MYSELF MY TRIP SMART BOOKING EXPERIENCE BEFORE BOOKING ZERO EFFORT PLANNING NO STRESS TRAVEL LIKE A NATIVE PIMP MY TRIP MY TRIP MY STORY 1 2 3 4 5 6 7 8
  31. 31. RESEARCH BOOKING PREPARATION ON SITE POST-TRIP LA 
 #TRAVELXPERIENCE MAP I want a trip that looks like me! I want to go but I don’t know where ME MYSELF MY TRIP I don’t know what to choose, too many choices I want to make sure I’m booking the cheapest Too lazy to compare, I’ll take a package SMART BOOKING EXPERIENCE BEFORE BOOKING I’m afraid of being ripped off by the pictures! How does the city look like? ZERO EFFORT PLANNING So many things to plan, I’m afraid to forget something! What can I do there? I’m anxious to miss my flight! I’m afraid to lose my luggage! Too many papers & documents! There’s no wi-fi! I hate waiting! NO STRESS TRAVEL How can I go to my hotel? How can I find my way? What if I had an accident? LIKE A NATIVE PIMP MY TRIP I want service I want promptness I want little extras I share my photos on the moment MY TRIP MY STORY I want to hang out where locals are spending time! I share all my photos on Facebook & Instagram after image editing! I give my opinion on my hotel and this museum I grade this restaurant 5 stars DEPARTURE P. 34 P. 34 P. 34 P. 34 P. 34 P. 34 P. 34P. 34 I must be on time at this meeting!
  32. 32. userADgents ME, MYSELF, MY TRIP 1The mobile or personal & contextual research
  33. 33. userADgents ME, MYSELF, MY TRIP1 The mobile or personal & contextual research personalized offers increase from 10 to 15% each year on a market that globally stagnates. Les Echos, 2015 10-15% Travelers organize everything, by themselves. Wrong idea! Travelers gather information thanks to the Internet, thanks to close relatives, by reading travel guides… But face to the multiplicity of offers and platforms, they really need personalized advice to help them choosing the « perfect trip » in a couple of clicks. What is more legitimate for personalization than the most intimate device we own: our mobile?
  34. 34. 1. ME, MYSELF, MY TRIP Sites and apps want to add more advice to counterbalance the «  dehumanized  » aspect of their platforms. More and more actors imagine performing algorithms to offer contextualized and personalized information. Therefore, rather than starting with a basic search engine, some of them propose a research based on profiles, tastes, while others analyze the users’ navigation to personalize in real time.  MOBILE APPS ARE GETTING « SMART » Flykt, we tell him what we like and he finds an adapted destination! It’s also a tool to look for flights and hotels. 
 http://bit.ly/1SQizEo Utrip proposes a personalized trip and an itinerary established according to the preferences and criterias of the person.  http://bit.ly/1qqC4pR Launched by IBM, Wayblazer is an intelligent system for professionals that delivers p e r s o n a l i z e d a n d c o n t e x t u a l i z e d recommendations to travelers, working with Watson, the cognitive informatics system. 
 http://bit.ly/1D69Sb8 A last minute booking app with a navigation similar to Tinder and a good usage of data. The more the user goes on the app, the more the recommendation is personalized. 
 http://bit.ly/1PBOnsD UTRIP FLYKT BOOKING NOW WAYBLAZER
  35. 35. 1. ME, MYSELF, MY TRIP | THE EXPERT’S POINT OF VIEW «  The main advantage of mobile for the traveler is to easily and quickly access to the information, but mostly a contextualized access and extra services. Travel actors must figure out how to use t h e d a t a g a t h e r e d i n o r d e r t o p u s h p e r s o n a l i z e d , contextualized  and even predictive services. The traveler will accept to share his datas only if he accesses useful and different services. » DATA FOR MORE PERSONALIZATION / CONTEXTUALIZATION GUILLAUME POULAIN MANAGING EDITOR @ TOM
  36. 36. userADgents EXPERIENCE BEFORE BOOKING 2The mobile or experience as the best criteria to choose
  37. 37. userADgents EXPERIENCE BEFORE BOOKING The mobile or experience as the best criteria to choose 2 Nowadays, the best way to have a « real preview » of a hotel or destination is to look for travelers’ photos on TripAdvisor and other review sites. Tomorrow, the guides written by travelers themselves will be even more popular.
 
 And to project always more in the future trip and be reassured before booking, travelers will watch immersive 360° videos through virtual reality headsets or their smartphone, these technologies democratize more and more. prefer social media, video and photo sites to get inspiration. Google Travelers Study 2014 83%
  38. 38. 2. EXPERIENCE BEFORE BOOKING Reviews are very consulted to make a choice but travelers need more of it, they now seek for advice given by travelers themselves or local people. Collaborative guides where travelers build their path for others, share their photos, give their tips to travel «  smart  » and immerse in the culture are going to be even more successful in the future than traditional guides. COLLABORATIVE GUIDES ARE SPREADING Minube is an app providing inspirational guides based on the experiences of the members themself: their advice, recommendations of visits, restaurants, housing. http://bit.ly/1TnxLsc An app that gathers itineraries with photos from travelers and local people and explanations from the creator of the itinerary.
 http://bit.ly/1Tny3iK MINUBE ROUTES.GUIDE
  39. 39. « The stake on recommendation is mostly to evolve from quantity to quality! What worth 1000 reviews from unknown people if you don’t know each other? Are they even « real reviews »? Then, 3 opinions from close relatives are better because they know if the destination will suit you or not. This is what companies like Recommend, who position on hyper-prescription, stand for. In this «  reviews war  » hitting travel, I think that we’re going to move towards experts' reviews and close relatives' opinions. » THE RECOMMENDATION: CLOSE RELATIVES’ REVIEWS AND EXPERTS MATTER GUILLAUME POULAIN MANAGING EDITOR @ TOM 2. EXPERIENCE BEFORE BOOKING | THE EXPERT’S POINT OF VIEW
  40. 40. 2. EXPERIENCE BEFORE BOOKING From the airline to the hotel company, brands invest in augmented reality to project clients and future clients in their universe and attract them. Drones will also be used to immerse travelers into a destination, like Travelbydrones website, enabling to visit different places around the world through a drone’s camera.  VIRTUAL REALITY TO BETTER DISCOVER The Val d’Oise department used virtual reality via Oculus Rift to seduce Chinese tour operators through an immersive film. 
 http://bit.ly/1TkXYGJ Thomas Cook equipped its agencies in England, Belgium and Germany with Oculus Rift to inspire clients and enable them to virtually visit hotels before booking. 
 http://bit.ly/1vMzSv9 Marriott equipped its hotels in virtual reality headsets enabling to travel in 4 destinations where Marriott is implanted, but also teleportation cabins with Oculus Rifts for a complete immersion. 
 http://bit.ly/1LrcQwB The airline company developed an app in augmented reality to discover the advantages of its new Premium Economy class. 
 http://apple.co/1R5V5r4 THOMAS COOK VAL D’OISE LUFHTANSA MARRIOTT
  41. 41. « According to me, virtual reality is at the same development level as Google Glasses. We’re still at the beginning but we will be able to do beautiful things with it. For the travel market, I see a real interest in the inspiration phase for travelers. I imagine an inspiration cabin in which you’ll be able to visualize a country in augmented reality, but also use all your senses to better immerse: lights, smells, air humidity, heat, touch… » VIRTUAL & AUGMENTED REALITY FOR MORE INSPIRATION GUILLAUME POULAIN MANAGING EDITOR @ TOM 2. EXPERIENCE BEFORE BOOKING | THE EXPERT’S POINT OF VIEW
  42. 42. 2. EXPERIENCE BEFORE BOOKING 360° VIDEO DEMOCRATIZES Facebook and Youtube enable to watch 360° videos, Google proposes to experience virtual reality without spending all its money on a headset, headsets thelmseves will soon become less expensive and cameras filming in 360° diversify. All those tools are going te democratize 360° video and it is pretty easy to imagine that tomorrow, travelers will watch these videos to immerse before actually traveling.  Youtube can now read 360° videos on its platform. The number of videos available is increasing day by day.
 http://bit.ly/20QTgDT Facebook announces the launch of 360° videos to read in the feed. The users will be able to see them directly on their smartphone. 
 http://bit.ly/1RCnAPP Several equipments enabling to film in 360° and less expensive alternatives than cameras providing a correct quality are developing. Some lenses also exist for smartphones.  Google democratized videos in virtual reality with its Cardboard. For a very low price, user can read all 360° videos on Youtube through their smartphone. 
 http://bit.ly/16tD4kp FACEBOOK YOUTUBE GOOGLE
  43. 43. userADgents SMART BOOKING 3The mobile or the fast & intelligent reservation
  44. 44. userADgents SMART BOOKING3 The mobile or the fast & intelligent reservation After choosing the destination, the traveler reserves it. But he is face to many offers and platforms. What to choose? How to find the cheapest? How to avoid spending hours comparing? Mobile can be the best ally for the traveler during this step, offering tools to compare, platforms of prediction to book smart and technologies managing the research and booking for him.  In 42% of cases, the mobile traveler uses his smartphone to search prices.
 Ipsos Moments that Matter Research, 2015 42%
  45. 45. 3. SMART BOOKING FROM THE MULTI-PLATFORM RESEARCH TO THE MULTIMODAL PLATFORMS Rather than searching for the best offer on many different platforms, new tools offer a full and multimodal experience. The stake of theses applications? Their ability to gather multiple data flux and APIs to show the traveler all the possible options and actors of the market.  An app that indicates to the traveler its itinerary taking into account all modes of transportation for a door-to-door journey. 
 http://bit.ly/1RITt8V Pana is a team that manages everything for you through a simple chat on the app. For a subscription, travel agents answer all your needs and book your perfect trip. 
 http://bit.ly/1U5hJme ROME2RIO PANA ACCORHOTELS Accorhotels created a search engine on Twitter working with emojis. You just have to tweet to @AccorHotels_Fr with the hashtag #EmojiSearch and the emojis corresponding to what you’re looking for, then AccorHotels suggests a proposition or several destinations adapted to your envies. 
 http://bit.ly/22VxfVx
  46. 46. 3. SMART BOOKING | THE EXPERT’S POINT OF VIEW « The « door to door » is a strategic direction for us, even if it doesn’t concern 100% of our clients. The train is next door, this is one of the Door to door stakes. Offering clients door to door journeys also means that the train can bring you anywhere (Mont St Michel, ski station…). It consists in reassuring the client on the simplicity and accessibility of his journey, to make him prefer the train. This is a very challenging issue notably in terms of customer experience because it requires to propose many information on a mobile screen. It involves to create chronoresponsive and georesponsive services to deliver the right information at the right time. Today, the traveler can access information at the 1st and last kilometer, book a cab, rent vehicles on site through our website, he knows how to go from the train station to his hotel… Very soon, our priority will be to propose « address to address » for a complete research from the beginning. We want to make the user experience the most fluid possible, enable the traveler to know how to handle transfers, how to go from a mode of transport to another (the train to the bus for example). All this will be part of « My Journey » space where the client will find all his information to accompany him before and during his trip. » THE DOOR TO DOOR STAKE BENOIT BOUFFART PRODUCTS, CUSTOMER EXPERIENCE 
 & ACCELERATION DIRECTOR @ VOYAGES-SNCF.COM
  47. 47. 3. SMART BOOKING PREDICTIVE BOOKING Many platforms arrive to help us, with algorithms, to foresee the decrease or increase of prices and buy in consequence, visualize the best moment to purchase and even book for us!  Other services will be able to identify for us the best moment to go on a trip based on our preferences and profile. A startup specialized in data and predictive to determine the best moment to buy your tickets. 
 http://bit.ly/1QFAM17 An app with a super UI, on which we can see the cheapest destinations depending on the periods thanks to data visualization. 
 http://bit.ly/1okmuMu A new startup comparator. We ask for a flight at X price, and if one day a flight is found, Option Way buys it immediately for you. 
 http://bit.ly/1QjoXgC An app that alerts you if the price for a flight decreases. If you’ve already bought your tickets, they can exchange if the modification fees are below the decrease of the flight. 
 http://bit.ly/20BaiDi SKYSCANNER FLYR YAPTA OPTION WAY
  48. 48. 3. SMART BOOKING LAST MINUTE BOOKING & ON-THE-GO Travelers don’t necessarily book their hotel in advance as the offer is large and varies and prices can drop at the last minute (unlike the place or train). Last-minute offers are becoming smart alternatives for a less expensive housing. Roomer Travel puts private individuals in touch so that those who want to sell a non refundable hotel room and those who are looking for great deals can do business! A good alternative to book smart and save money during the trip. 
 http://bit.ly/1oVl3SJ 50% of last minute reservations are made through mobile on booking.com, so they decided to launch an app dedicated to this use, Booking Now. To stick to users’ behaviors, they adopted a navigation similar to Tinder where the user can see the housing close to him and swipe to ignore or add to favorites. 
 http://bit.ly/1PBOnsD ROOMER TRAVEL BOOKING NOW
  49. 49. «  Ceetiz was originally developed for the laptop, answering to travelers who need to plan carefully their journey, such as family trips or schools, associations… But the way of consuming travel do evolve and mobile enables to meet other needs of « carefree » travelers who prefer booking activities at the last minute (a couple of days or hours before departure, or on site), very simply: identification of nearby activities, easy access to entries thanks to the dematerialization of tickets… A mobile app also enables to push activities when the booking is directly influenced by local factors (weather forecast, location) or even the current mood (no shopping in Budapest today, I’m tired I’d rather need a massage at the Gellért Thermal Bath). The notifications from a mobile app are an efficient relay in order to offer last minute deals, real time alerts about the destination or reminders on reservations! » MOBILE FOR LAST MINUTE 
 ACTIVITY BOOKING 3. SMART BOOKING | THE EXPERT’S POINT OF VIEW DAMIEN BELLON COO & MANAGING DIRECTOR @ CEETIZ
  50. 50. userADgents ZERO EFFORT PLANNING 4The mobile or the new travel planner
  51. 51. of connected travelers need their smartphone during vacations to organize their trip more efficiently.
 Trip Advisor, 2015 44% userADgents ZERO EFFORT PLANNING4 The mobile or the new travel planner «  There is an app for this  ». Mobile has transformed our way to plan things. To-do lists, reminders on its agenda, applications to manage tasks… Yes, but the traveler wants to be helped even more than with those tools, he needs someone to tell him what to bring in his luggage, what to do on site, for a simple and quick organization and preparation.
  52. 52. 4. ZERO EFFORT PLANNING An app to plan activities day by day, filled with suggestions, maps, photos, guides  available offline. 
 http://bit.ly/1LrnLXc The app edits traveling lists not to forget anything before the departure, according to the type of trip, the activities, the climate… and the traveler can personalize the lists. 
 http://bit.ly/1p0aiJf Taylor Bot uses Telegram, the micro-messaging app on which it is possible to create bots. This is an account managed by an informatics program which enables to answer automatically to travelers’ requests during their trip. 
 http://bit.ly/1VjyMQ2 PACK POINT TRIPOMATIC TRIPCAKE TAYLOR BOT A service that brings your luggages to the hotel, clothes cleaned and ironed, so that business travelers don’t have to take a luggage, and facilitate the preparation. 
 http://bit.ly/1Q43MRf PACK NADA A platform that enables to easily plan a trip with friends through shared calendars, and encourages exchange and decision- making. 
 http://bit.ly/1PYJg73 Sam is a virtual assistant enabling business travelers to handle all the inconveniences and able to anticipate their needs. It adapts to the user’s behaviors and adopts its codes of langage. 
 http://bit.ly/1B9m8Oe SAM DE PATH
  53. 53. «  The « cross device  » stake is major on mobile. Let me draw you an example of the usual customer journey: the traveler starts with consulting his smartphone at the café and selects of couple of activities thanks to the wishlists. Then, he continues or finishes its booking process on his computer or tablet comfortably sitting on the sofa, and accesses his reservations on his mobile app (potentially offline) on site. We see here the importance of mobile to meet travelers’ expectations anytime. There’s also a stake, beyond devices, on « cross people »: sharing its activity wishlist and reservations when we organize a trip with friends in order to simplify the organization of the trip. »   CROSS DEVICE & CROSS PEOPLE, TWO MAJOR SYNCHRONIZATION STAKES 4. ZERO EFFORT PLANNING | THE EXPERT’S POINT OF VIEW DAMIEN BELLON COO & MANAGING DIRECTOR @ CEETIZ
  54. 54. userADgents NO STRESS TRAVEL 5The mobile to keep calm while traveling
  55. 55. userADgents NO STRESS TRAVEL5 The mobile to keep calm while traveling The big Day is coming! Do I have everything I need in my luggages? My ID card, my vouchers…? Will the plane be late? Which terminal is it? How do we go from the airport to the hotel? Where is this museum? How much do you owe me? So many questions before and during the journey that make you anxious! And what do you want when you go on vacations? No stress! You don’t want to deal with logistic, organization and unexpected complications… A lot of travel actors already imagine services to make traveling easier.  of travelers have at least one fear when they travel userADgents 100%
  56. 56. 5. NO STRESS TRAVEL SYNCHRONIZATION & REAL TIME ALERTS To avoid being late, waiting in line, m i s s i n g s o m e t h i n g , a l o t o f applications synchronise reservations and give all the useful information via real time alerts and easy check-lists to travel without stress. The app gives all the information about flights and airports, to manage your trip. The app sends notifications if there is a delay, a change of boarding gate. It also contains the boarding pass and tells you the waiting time at the security, the services in the airport, restaurants… 
 http://bit.ly/1KCWSQm Wipolo is an app that gathers in a unique place your reservations (plane, restaurant, activities…) and works with more than 3.000 providers. Wipolo connects automatically to the email box and synchronizes everything. 
 http://bit.ly/1PCbCTq 
 Thalys sends a text message to its members TheCard to let them know if the traffic is disturbed and informs in real time. Thalys also proposes an extra for business travelers, members Platinium and Platinium+ : the booking of a meal and favorite newspaper on-board.  http://bit.ly/1VjB95l WIPOLO GATE GURU THALYS
  57. 57. 5. NO STRESS TRAVEL AVOID WAITING Vacations are not made for waiting. Business travelers have even less time to wait and queue! People, wherever they are, want tools, mobile apps, services that help them enjoying their trip in peace without losing time waiting. The electronic bracelet enables to enter the parc, open its bedroom, buy some food and stuff, but most of all it provides a Fast Pass access to each attraction selected online. 
 http://bit.ly/1eiGjLU Expedia offers to book activities, and for the very touristic ones, no-queue tickets!
 http://bit.ly/1U5uFso EXPEDIA DISNEY MAGIC BAND This app enables to know exactly how to move from an airport to another place, rent a car without waiting and offers the best itineraries to get to your place in the shortest time. 
 http://bit.ly/1SuYDGz This app tells you how long the waiting line is at the security. It works a bit like Waze, users help evaluate the waiting time. 
 http://apple.co/1TlgOxr MIFLIGHT AIRPORT TRANSIT GUIDE
  58. 58. 5. NO STRESS TRAVEL BE REASSURED Other things that stress people out: the fear of losing their luggages, of a plane being canceled, of someone getting sick…Mobile is a travel assistant, here to reassure travelers, for a no stress journey! A smart luggage that gives you information on where it is, if it has been opened, its weight and can also charge your mobile. 
 http://bit.ly/1Mawo7U It is a luggage tracker that uses GSM, GPS & Bluetooth and works with an e-track, e-tag and the app Eviate to reassure the traveler. 
 http://bit.ly/216nCBE EVIATE DESLEY A service of legal expertise for passengers in case of problem on a flight, to help them on their procedure.
 http://bit.ly/1QiMJzF A service to know if your credit card and your bank cover up your trip, car rental, Ski trip… not to pay a second insurance from providers. 
 http://bit.ly/1tvqdqH FLUO AIRHELP
  59. 59. 5. NO STRESS TRAVEL EASILY ADAPT LOCALLY Going on a trip is, most of the time, visiting a foreign place where you don’t know the culture, the language, people’s habits and tricks… Mobile can become our personal translator and assistant to help us blend into the masses. A mobile app to translate i n r e a l t i m e , a l s o available for the Apple Watch.
 http://apple.co/1XvcxrN IHG LLI An app using augmented reality to translate in real time, thanks to your camera. 
 http://apple.co/1aol8mx An app to be understood by anyone when you don’t speak the language, through images.
 http://apple.co/1okxGbL POINT IT GOOGLE TRANSLATE Thanks to this app, you know where to convert your currency in order to benefit from the most favorable exchange rate.  
 http://bit.ly/1mMpUU8 TRAVELMONEYMAX A connected translator prized at CES 2016 offering translations in 3 languages for now. It can be worn around the neck and translates in real time without Wi-Fi or 4G connections.
 http://bit.ly/1TJ2ZqL
  60. 60. userADgents PIMP MY TRIP 6The mobile to enhance the trip
  61. 61. userADgents PIMP MY TRIP6 The mobile to enhance the trip Travelers want to live an unforgettable experience, they want to be surprised all along the way. They want faster services, advice, guidance, entertainment… They want all the little extras that make a big difference.  of travelers want their accommodation to propose mobile check-in.
 TripAdvisor, 2015 34%
  62. 62. 6. PIMP MY TRIP TECHNOLOGY FOR A MORE COMFORTABLE JOURNEY What makes the ride painful: waiting in the airport lobby, a plane with no entertainment, heavy luggages to carry… What if mobile could tackle these issues? An app to find an available space to chill, work, eat… in airports and train stations. 
 http://bit.ly/1Sv0ZVW The app alerts you when a more comfortable seat is available in the plane.
 http://bit.ly/1WpmmX3 LOUNGE BUDDY SEAT ALERTS PORTR Portr handles your luggages for any journey so that you don’t need to deal with them anymore.
 http://bit.ly/1omwl50
  63. 63. 6. PIMP MY TRIP TECHNOLOGY FOR A MORE COMFORTABLE JOURNEY The low-cost company launched an entertainment service on-board, on tablets, offering recent movies, cartoons, games and magazines.  
 http://bit.ly/1MfnOIb The app enables passengers to download magazines, 30 hours before the flight. 
 http://bit.ly/1eRxe9N XL AIRWAYS AIR FRANCE PRESSETIHAD AIRWAYS ITABLET I-Tablet created partnership with car rental companies to replace GPS and enable a better experience of mobility thanks to a connected tablet with several practical tools. 
 http://bit.ly/1mFerIQ Etihad Airways has been elected best airline company of the year 2016, notably for its innovations in the cabins: gaming, shopping & entertainment solutions, mobile 3D cards, softwares, HD screens, tactile remotes… passengers can even share contents with others. 
 http://bit.ly/1QiP6lO
  64. 64. 6. PIMP MY TRIP TECHNOLOGY FOR MORE SERVICES AT THE HOTEL Accessing to more services without having to get out of your hotel bed, checking-in in 1 minute, feeling at home in a hotel… this is what travelers want. An app for smartphone and Apple Watch enabling to book but also gives information on the reservation, includes mobile check- in, integrated apps (Uber for instance), and the Press Reader offer available during the trip. A real partner during the whole journey.
 http://bit.ly/1R69MKY Maisons & Hotels Sibuet, Choice Hotels, Novotel invest on e-concierge services such as ordering room-service, book the restaurant, a music playlist etc…  ACCORHOTELS M-CONCIERGERIE ENSEO An entertaining experience in hotel rooms offering to connect on TV to your streaming accounts (Netflix, YouTube, Pandora…). 
 http://ti.me/1YPWvaS
  65. 65. 6. PIMP MY TRIP TECHNOLOGY FOR MORE SERVICES AT THE HOTEL The first Virgin hotel in Chicago developed Lucy, a virtual personal assistant to manage temperature in the room, access the menu, order etc. 
 http://bit.ly/1LiMY8n An app for small hotels who don’t need their own app, in order to book all the services of the hotel. Alice also proposes templates of apps for hotels who want their own. 
 http://bit.ly/247sUiL August SmartLock partnered with Airbnb to propose temporary keys through an app and the famous connected lock for a safer check-in & check-out. 
 http://bit.ly/1O5MHGA ALICE BY EXPEDIA AUGUST + AIRBNBLUCY HOTEL VIRGIN
  66. 66. « According to me, innovative hotel business actors understood everything, they capitalized on their core business: hospitality. They want to innovate in service, welcoming, accompanying, helping during the stay. They try to reinvent the experience within their hotel. But there still is some way to go. According to me, the perfect hotelier would be the one who’ll know what you do when you’re not in the hotel, and offer you adapted services when you come back depending on what you did. You don’t have the same envies after a long day visiting or a beach day! People want to « sleep smartly », they don’t choose a hotel only to sleep but also for its services. The advisory role of the hotel needs to develop and mobile concierge services tend to his: you connect to the app of the hotel and you access many activities, place around you. We can even imagine monetizing this with a commission for the hotel for any reservation for example. There’s a lot to do with Hospitality and I think mobile and customer data analysis are a good starting point. »  CAPITALIZE ON THEIR CORE BUSINESS: HOSPITALITY GUILLAUME POULAIN MANAGING EDITOR @ TOM 6. PIMP MY TRIP | THE EXPERT’S POINT OF VIEW
  67. 67. 6. PIMP MY TRIP THE MOBILE AS YOUR PERSONAL TOURISTIC GUIDE The mobile phone is also a great ally to discover a new city in a more original, interactive or fun way. Push notifications telling you must-see places, scavenger hunts to visit while having fun, virtual reality at the museum to know more about the exhibition... The exhibition «  Le Grand Atelier du Midi  » used geolocation and augmented reality to make people discover landscapes with a 360° vision.
 http://bit.ly/20XSNCy MARSEILLE & AIX The museum used augmented reality for an exhibition that can’t be seen otherwise. After «  Chateau de Versailles  » and «  Jardins de Versailles  », a new application «  Chateaux et Jardins de Trianon ». 
 http://bit.ly/1pkigOZ VERSAILLES MOMA
  68. 68. 6. PIMP MY TRIP A mobile touristic guide that allows you to discover the city in a fun and interactive way. Push notifications tell you monuments to see next to you, augmented reality, cultural calendar...
 http://bit.ly/20Bk34g MONUMENT TRACKER THE MOBILE AS YOUR PERSONAL TOURISTIC GUIDE A Parisian mobile touristic guide you can use by filters (budget, number of travelers, interests…) so that you can receive personalized suggestions. It also has scavengers hunts programs to visit while having fun. 
 http://bit.ly/1QFMM2v SMARTER PARIS
  69. 69. Acting as a social compass, @wherenext reads the pulse of a city by using real- time location-based social activity to show hot places and guide urbanites towards new adventures off their beaten track. 
 http://bit.ly/1oXAZ33 HEINEKEN 6. PIMP MY TRIP REAL TIME POWERED BY MOBILE Snapchat, Twitter, real time news… m o b i l e t r a v e l e r s a r e u s e d t o immediacy. They like to know what is trendy but they LOVE to know what is trendy right now! To get to know better a city, mobile is the perfect tool to give them real time feedbacks. Yelp app has an «  Activities  » tab that shows which places are popular in real time. YELP
  70. 70. 6. PIMP MY TRIP TECHNOLOGY AS A SOCIAL LINK For some people, traveling is spending time with the loved one or family but for others it means meeting new people, and it’s not always easy. What if mobile could connect us to other travelers sharing the same interests? What if mobile helped us keeping in touch after the trip? Find a travel buddy, get some local advice… If you both choose to connect you can talk within the app (Tinder like).
 http://bit.ly/1mFgkW5 Discover travel buddies and connect with other like-minded travelers across the globe.
 bit.ly/1mFgjBf BACKPACKR TRIPR Tomorrowland festival launched connected bands so that you can add people on Facebook really easily.
 http://bit.ly/1Wpqdn2 TOMORROWLAND
  71. 71. WHEN THE CITY BECOMES SMART 6. PIMP MY TRIP In order to reduce costs and improve the quality of urban infrastructures, cities use technology to become «  smart  ». Travelers can enjoy these new improvements, they can connect to free Wi-Fi, be better guided, learn more about the city... In 2012, Lisbon placed QR codes in cobblestones. When scanned with a smartphone, it led to content around Portugal's history and culture. Mexico has the largest bus system in the world. As there is no official route maps, a group of collaborators achieved it by creating a citywide participatory mobile app game.
 http://bit.ly/1UQkXsw MEXICO | MAPATHON LISBONNE |QR CODES Virtual Warsaw project is the world’s first navigation system for citizens of Warsaw, including those with vision impairment. It is to be implemented in public offices, public transportation, within cultural locations and sites visited by tourists.
 http://bit.ly/1UQkXsw WARSAW | BEACONS
  72. 72. 6. PIMP MY TRIP Apps4Bcn is an app portal created by the city of Barcelona that gathers all the useful apps a tourist needs in the city.
 http://bit.ly/1LrxRaw BARCELONE | APPS4BCN WHEN THE CITY BECOMES SMART New York City is building a public, free Wi-Fi network that will eventually cover up all five boroughs with as many as 10 000 Internet-providing kiosks called Links.
 http://bit.ly/1VjNOoJ NEW YORK | LINK NYC
  73. 73. userADgents LIKE A NATIVE 7The mobile to be closer to locals
  74. 74. userADgents 7 LIKE A NATIVE The mobile to be closer to locals In this globalized world, authenticity has never been so much wanted. More than good deals, people want local deals. They want to live like a native, understand the local culture to go back home with a real vision and authentic things to tell. of travelers who have already rented a CtoC housing want to do it again.
 Fevad, 2014 86%
  75. 75. 7. LIKE A NATIVE With Vizeat, you can eat in privates homes to discover local food and live a different experience.
 http://bit.ly/1mFj31D Book local, well-connected party Fixers around the world to guide you through authentic nightlife experiences, tailor-made to you.
 http://bit.ly/1QFQbOW ZOOLA FIX VIZEAT Airbnb tests a new service called Journeys: full three-to-five-day travel plans imagined by locals including a daily free meal, planned excursions, agent-selected rooms and a Lyft ride from the airport. 
 http://bit.ly/1Knq0zZ Spend a few hours with a London artist, cooking chef, fashion designer and your travel will combine the truly memorable with the out of the ordinary.
 http://bit.ly/1omFx9p AIRBNB JOURNEYS SIDE STORY LONDON BubbleGlobe allows you to book an activity with a local or to submit one. It connects people in a same city around local experiences.
 http://bit.ly/1NMssiS BUBBLE GLOBE MeetnGreetMe is a global personal concierge service for everyone. You can ask a concierge to drive you, show you the city, book a restaurant for you, help you shopping… 
 http://bit.ly/1oGxgwY MEETNGREETME
  76. 76. userADgents MY TRIP, MY STORY 8The mobile or the new travel diary
  77. 77. userADgents 8 of mobile users have used their phone to share pictures on social networks during their last trip.
 Tourisme & Mobile CCM Benchmark, 2015 36% MY TRIP MY STORY The mobile or the new travel diary The best part of a trip is when you tell it to your friends and family. You share your experiences on-the-go and when you come back. Sharing pictures on social networks, recommending places to see with a 5 stars rate, post a review on a hotel… travelers like to share, and more and more to share during the trip, not only after. The real stake for travelers actors is to encourage them to give their opinion because recommendation is the first motivation factor. 
  78. 78. DAMIEN BELLON COO & MANAGING DIRECTOR @ CEETIZ 8. MY TRIP, MY STORY | THE EXPERT’S POINT OF VIEW « To book an activity, travelers take into account two factors: popularity and recommendation. No need of reviews when you plan to visit the Empire State Building and the Louvre Museum, everybody know they are inescapable activities. But for other ones, reviews will definitely help the final decision. A major role for distributors like Ceetiz consists in encouraging to give a review right after their activity, because travelers are more likely to give feedback at that time. The push notification system must be thought to encourage and remind them. We believe the review return rate will be superior this way. » COLLECT THE CUSTOMER FEEDBACK 
 RIGHT AFTER THE ACTIVITY
  79. 79. 8. MY TRIP, MY STORY Tripcast allows travelers to privately share their photos with their friends back home. It lets you create a travel journal with photos, plotting them on maps, and inviting fellow travelers to build albums with you.
 http://bit.ly/1RJxcrz The app visualizes the visited countries both as a list, along with a ratio for each continent, and as a world map. The list is synced across devices using iCloud. The map can be shared on social networks.
 http://apple.co/1R6euZ9 TRIPCAST BEEN A travel diary that allows you to save all your photos and memories. They are available without connection and you can print them after.
 http://bit.ly/1KU3BKy MEMOTRIPS SHARE YOUR TRIP AS A REAL STORYTELLER More than sharing a photo album on Facebook, travelers want tools to help them telling their trip as a real story, in an interactive way. From online travel diary with an easy-to-use interface to app that use GPS to sum up your whole trip without having to do anything, a lot of solutions exist to make you a real storyteller. LiveTrekker lets you record events of interest and share places, in real-time, and in their geographical context. Tracking your location with the iPhone's GPS, it recreates your whole journey automatically.
 http://bit.ly/1SQz57o LIVE TREKKER
  80. 80. 8. MY TRIP, MY STORY According to the NPS (Net Promoter Score), only people having an excellent experience (rated 9 or 10 out of ten) want to recommend spontaneously your services! 
 http://bit.ly/1QGfUqD NPS REVIEW AS A TRIGGER People see photos of vacationers everyday on Facebook, Instagram and all over the web that make them want to go on a trip. Word-of-mouth often create excitement. The big stake for travel actors is to encourage people to give their opinion in real time, when they are more likely to share. But before implementing tablets in hotels to ask people’s opinions, focus on the user experience you provide. It has to be memorable.  Instant Insight collects consumers’ reviews thanks to tablets installed inside hotels at different locations.
 http://bit.ly/20BCvcY INSTANT INSIGHT
  81. 81. userADgents III
 FURTHER DESTINATIONS?
  82. 82. userADgents Waiting for the end of roaming, data still is the traveler’s drug! All these mobile services are useless if he can’t go on the Internet, how can we change this? FURTHER DESTINATIONS?
  83. 83. userADgents Think about the digitalization of infrastructures and free wifi & think smart cities! Think about the offline availability function without a network connection! Like Spotify or TripAdvisor Spotify proposes to download playlists we would like to listen without the Internet TripAdvisor enables to download offline maps keeping your bookmarks so that you can visit the city without connection Waiting for the end of data roaming and democratization of 4G/5G mobile plans, travelers will have the Internet thanks to infrastructures they frequent: hotels, cafés, restaurants or even bus shelters should connect in order to improve their service quality and push their offers. FURTHER DESTINATIONS?
  84. 84. userADgents Too many apps, kills apps! The future of apps are APIs! FURTHER DESTINATIONS?
  85. 85. userADgents Prioritize APIs to integrate your service in others’ apps to multiply touchpoints and selling points like Uber who’s everywhere! Uber in TimeOut… Uber in CityMapper… TripAdvisor in Accorhotels FURTHER DESTINATIONS?
  86. 86. BENOIT BOUFFART PRODUCTS, CUSTOMER EXPERIENCE 
 & ACCELERATION DIRECTOR @ VOYAGES-SNCF.COM THE EXPERT’S POINT OF VIEW « Client power is our approach. It’s up to us to adapt our mobile services to the client, not him to adapt his usage. We have to enable him to come the way he is, to inform, order the way he prefers, recognize him and offer him adapted services. We are currently working on several manners to order: voice-controlled research, semantic search, rather than through the nowadays’ usual « form » approach. Already active on Android, we’ll integrate the voice control in the next iOS update. We have to provide him a personalized and unique experience according to his desires and tastes. We also have a presence stake on the different audience bases of our clients, such as social networks, touristic websites etc. We have to «  APIfy  » our services to make them exposable and improvable in a open initiative. Giving power to the client also means enabling him to give his opinion and share his trip. We’ll work on this this year to make it more fluid. And of course, UX and UI are at the heart of our concerns, we continuously work with our clients to improve the experience and keep their preference. » UPCOMING INNOVATIONS
 AT VOYAGES-SNCF.COM
  87. 87. userADgents The future of apps is 
 their invisibility! Think Push rather than Pull Tomorrow, Operating Systems or a giant in the mobile industry will agregate apps in order to directly push something to the user, when he needs it (and even anticipate the need). FURTHER DESTINATIONS?
  88. 88. userADgents We no longer talk about the Travel market, we talk about the Hospitality market It must be Human-centered  Find the right balance in the customer experience between automated self- service and tailor-made concierge service thanks to perfect teams Automate little tasks to focus on bigger one to one attentions  Too much technology kills the service? FURTHER DESTINATIONS?
  89. 89. userADgents Obviously, ordering a Uber is made within the app and so is the payment But the service proposed during the ride is imagined to be high end: water bottle, candies, battery charger and a thoughtful driver FURTHER DESTINATIONS?
  90. 90. userADgents mCitizen promises the « 1 minute check-in » and « 30 seconds check- out » through interactive terminals But relies on a multitask team hired on human qualities, for a single interlocutor during the stay FURTHER DESTINATIONS?
  91. 91. userADgents The chocolate on the pillow in the hotel, the « little extra » nowadays (Who cares?) The « little extra » tomorrow Thanks to data and a digitalization of information, all the waiters know how you like your coffee, the food you’re allergic to, etc. (only if you accept ;)) FURTHER DESTINATIONS?
  92. 92. 92 You would like the PDF of this presentation? 
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  93. 93. W A N T M O R E ? THE TALK A LIVE PRESENTATION FROM OUR TRAINERS THE WORKSHOP TO FIND NEW IDEAS AND OPPORTUNITIES FOR YOUR BUSINESS 900€HT Solange DERREY s.derrey@useradgents.com YOUR CONTACT FROM 1600€HT
  94. 94. userADgents Solange Derrey Head of Trendwatchers Department & Communication s.derrey@useradgents.com Marie Billon In charge of digital studies m.billon@useradgents.com S T U D Y C O N D U C T E D B Y T R E N D W A T C H E R S Le pôle études digitales et formations de userADgents I JOIN THE NEWSLETTER I FOLLOW ON TWITTER Don’t miss our next studies! DISCOVER ALL OUR OFFERS
  95. 95. userADgents DISCOVER OUR OTHER STUDIES ON SLIDESHARE ENVIE D’UNE ÉTUDE SUR-MESURE ? DÉCOUVREZ 
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  96. 96. USERADGENTS & JOSHFIRE DIGITAL AGENCY MOBILE FIRST USER CENTRIC FABRIQUE D’OBJETS CONNECTÉS & CABINET D’INNOVATIONS Our agency is specialized in mobile marketing consulting, supporting companies in the development of tailor-made solutions for smartphones, tablets and connected objects.  Joshfire, a team of designers and engineers creating connected objects and tailor made interactive experiences from the ideation to the industrialization.
  97. 97. userADgents AGENCIES TOO COMPLEMENTARY Yesterday, the aim was to adapt to mobile web, but today & tomorrow it will be to embrace the new ultra connected world where mobile devices & objects communicate.  Our synergy enables us to imagine transversal experiences to those systems and to satisfy brands’ new problematics.  1 ST 1 SHAPINGTOGETHER: USERADGENTS & JOSHFIRE FACTORY 
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  98. 98. userADgents Behavior analysis Ideation workshops Innovative concept research User journey Ergonomics Usability tests Co-creation workshops Interfaces design Industrial design Connected objects Natives applications (iOS/Android/Windows) Responsive & Adaptive Design Back-end & APIs Arduino / Raspberry Pi Virtual Reality Chat bots Mobile Advertising Couponing SMS/Push Notif App Store Optimization Mobile-to-store In-store interactions Beacons Video Functional analysis Prototyping Specifications Industrialization & production monitoring Trends studies Brand audits Benchmarks Strategic recommendations Research & Innovation DESIGN PROMOTION CRM UX / IDEATION DEVELOPMENT PROTOTYPING & INDUSTRIALIZATION CONSULTING …FROM CONSULTING TO PROMOTION…
  99. 99. userADgents BE USEFUL
 & RELEVANT MARK YOUR TERRITORY Your customers and the digital world they live in, change constantly! We wish to make things move forwards and  challenge ourselves all the time, trying not to be stuck in pre-existing thoughts.  SENSE EFFERVESCENCE ESSENCE In a more and more competitive environment, where customers are over-exposed to brands, each one of them needs to claim its difference and spread its DNA and values.  We believe digital should not be gadget! We want to create things that matter and make sense to your customers. KEEP YOUR EYES 
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