CASE STUDY: Travel Industry

COMPANY PROFILE

  • Industry Travel (Commercial Airline) 
  • Location Dallas, Texas (HDQ) 
  • Employees 49,000 (Global – Excluding Contractors)

Our client is a Dallas-based commercial airline carrier, currently operating a network of almost 100 destinations across the United States and 7 additional countries.  This airline company is dedicated to the highest quality of customer service through company spirit, employee engagement and strategic initiatives that put their customers first! Included in these initiatives is their digital presence with an emphasis on mobile. Their mobile program is an annual effort in which they invest employee and vendor capacity, funding, and innovation to advance and maintain their mobile platforms (specifically iOS, Android and Mobile Web applications).

BUSINESS SITUATION

Our airline identified a need for a native mobile experience for all airline customers and employees. In 2014, the airline kicked off a major mobile re-platform initiative to develop and improve their various mobile channels. Focusing on native user experience, the airline collaborated across various departments (Marketing, Professional Services, Corporate Planning and Delivery) to relaunch their mobile applications.

Since relaunch, the airline has invested extensive time and funding to continue to improve and expand upon their new mobile applications. Utilizing agile product development, digital innovation strategies, and market led research, SWA intends to continuously release updates to each of their mobile application channels with new and exciting features and improvements!

STRIVE SOLUTION

Strive Consulting was able to lend a helping hand through two key departments within the airlines: Professional Services & Corporate Planning and Delivery. Having deployed highly-skilled digital experience and mobile consultants, Strive Consulting has been instrumental in the successful delivery of key Mobile Application Projects and overall Program Management.

PROFESSIONAL SERVICES

Professional Services within the airline is responsible for the development and delivery of their technology properties including dot com, reservation systems, and mobile platforms. This includes working with Solutions Architects, Technical Leads, Business Analysts, and various “pods” of development teams to achieve the common goal of having industry leading commercial products.

The airlines is in the process of rewriting each of their mobile applications on the primary platforms – iOS, Android, and Mobile Web. This initiative is referred to as “Replatform”. Strive was brought in to lead the delivery of the Mobile Web platform through detailed coordination with all of the business units within the airline including Marketing, Analytics, BTS, Release Management, Deployment Management, Support, Infrastructure, and QMO/QA.

CORPORATE PLANNING & DELIVERY

The airline utilizes their Corporate Planning and Delivery Department to maintain their application requirements, roadmap & planning initiatives and overall budget acquisition and management. Strive Consulting has successfully aided in the management of the the airline’s Mobile program from the Corporate Planning and Delivery arm. Strive Consulting has successfully organized and delivered upon annual planning initiatives, requirements prioritization exercises with the client, strategic opportunity assessments, vendor evaluation and selection, and financial management of the overall mobile program.

RESULTS

The Mobile Web team set forth and achieved an aggressive timeline for delivery of the Release 1.0 code for May 31st.  All planned features and functionalities were completed, tested in-pod, and delivered to the QMO/QA team for the rigorous production validation process. The application was formally approved and signed off for release on July 15th.