‍Describe the Product‍

Post-booking services of IndiGo refer to the services and assistance provided to passengers after they have made a booking for their flight with IndiGo, but before they actually travel. IndiGo's post-booking services aim to provide you with convenience, flexibility, and support throughout your travel journey. They understand that plans may change or unexpected situations may arise, and they strive to assist you in managing your booking effectively. By offering these services, IndiGo aims to make your travel experience hassle-free and enjoyable from the moment you book your flight until you reach your destination.‍

Clarifying Questions‍

• What are the current pain points or challenges faced by passengers in managing their bookings after they have made a reservation?
• How do customers currently interact with the post-booking services of IndiGo? Are there any specific channels or touchpoints that need improvement?
• What specific features or functionalities are customers requesting or expecting in the post-booking services?
• Are there any specific customer segments or demographics that require tailored post-booking services?
• What are the key performance indicators (KPIs) currently being tracked for post-booking services, and how are they performing?
• Are there any industry best practices or benchmarks for post-booking services that we should consider?
• How does IndiGo's post-booking services compare to competitors in terms of customer satisfaction and convenience?
• What is the feedback or sentiment from customers regarding the existing post-booking services?
• Are there any technological or operational limitations that need to be addressed to enhance the post-booking services?
• How can we strike a balance between providing flexibility and convenience to customers while also maintaining operational efficiency?

Define the Goal‍

The goal of the post-booking services of IndiGo is to provide a seamless and convenient experience to passengers after they have made a reservation. The primary objective is to assist and support customers in managing their bookings, addressing any changes or modifications, and ensuring their travel plans are executed smoothly. The goal is to offer a range of services and functionalities that enhance customer satisfaction, simplify the post-booking process, and provide timely and accurate information. This includes services such as seat selection, baggage management, flight changes or cancellations, online check-in, and any other necessary assistance to make the journey as convenient and enjoyable as possible for passengers. The ultimate aim is to establish IndiGo as a customer-centric airline by delivering exceptional post-booking services that meet or exceed customer expectations.‍

Identify User Segments‍

• Individual Passengers: These are individual travelers who have made a booking with IndiGo and require post-booking services for managing their travel plans, making changes to their flights, selecting seats, checking in online, or addressing any queries or concerns they may have.
• Families and Groups: This segment includes families or groups of travelers who have made bookings together. They may require assistance with coordinating their travel arrangements, ensuring they are seated together, managing baggage for the entire group, and making any necessary changes or modifications to their bookings.
• Business Travelers: Business travelers often have specific requirements, such as the need for flexibility in changing their travel plans, access to priority services, and seamless coordination of their travel itineraries. They may also require support for managing corporate travel policies, reimbursements, and other business-related aspects.
• Frequent Flyers: This segment consists of loyal IndiGo customers who frequently travel with the airline. They may have specific preferences or privileges associated with their frequent flyer status and require personalized services, such as priority check-in, dedicated customer support, or access to exclusive benefits.
• International Travelers: Passengers traveling internationally may have additional requirements, such as visa assistance, travel documentation verification, and information regarding customs and immigration processes. They may also need guidance on connecting flights, transit services, or any specific regulations associated with their destination.

List the Pain Points‍

Here are some potential pain points for the user segments of post-booking services of IndiGo:

Individual Passengers:

• Difficulty in making changes or modifications to bookings, such as flight rescheduling or adding extra services.
• Confusion or lack of information regarding baggage policies, check-in procedures, or travel documentation requirements.
• Limited options for seat selection, especially for desired preferences like extra legroom or window seats.
• Challenges in getting timely assistance or resolution for queries or concerns.

Families and Groups:

• Inconvenience in ensuring seats together or coordinating travel arrangements for the entire group.
• Complications in managing multiple bookings and making changes for the entire group simultaneously.
• Lack of clarity regarding child-friendly services, such as onboard amenities or special meal options.
• Difficulty in managing baggage allowances and ensuring the smooth handling of group luggage.

Business Travelers:

• Limited flexibility in changing travel plans or rebooking flights due to rigid policies or high change fees.
• Challenges in integrating corporate travel policies with the booking system and ensuring compliance.
• Inefficient reimbursement processes for business-related expenses incurred during travel.
• Lack of dedicated support or priority services for time-sensitive business travelers.

Frequent Flyers:

• Inconsistencies in recognizing frequent flyer status and associated benefits across different touchpoints.
• Lack of personalized communication or offers tailored to the individual's travel preferences and history.
• Difficulties in redeeming rewards or utilizing accumulated loyalty points effectively.
• Limited access to exclusive services or lounge facilities during peak travel periods.

International Travelers:

• Complexity in understanding and complying with visa requirements, documentation, and entry regulations.
• Insufficient information regarding connecting flights, transit procedures, or airport facilities at the destination.
• Challenges in accessing timely assistance or support for issues related to international travel.
• Language barriers or difficulties in communication with customer service representatives.

List the solutions to the identified pain points‍

Here are some potential solutions to address the pain points for post-booking services of IndiGo:

Individual Passengers:

• Streamline the online self-service portal to allow passengers to easily modify bookings, select seats, and add extra services.
• Provide comprehensive and user-friendly information on the website and mobile app regarding baggage policies, check-in procedures, and travel documentation requirements.
• Introduce a wider range of seat selection options, including premium seats, and ensure a seamless seat selection process.
• Enhance customer support channels, such as chatbots or dedicated helplines, to provide quick and efficient assistance to passengers.

Families and Groups:

• Implement a group booking management system that allows easy coordination, seat selection, and modification for multiple bookings.
• Offer dedicated services or assistance for families traveling with children, including pre-boarding options, child-friendly amenities, and meal options.
• Provide clear guidelines and procedures for managing group baggage allowances and ensure smooth handling and delivery of luggage.

Business Travelers:

• Introduce flexible rebooking and cancellation policies tailored to the needs of business travelers.
• Develop a corporate travel portal or integration with popular travel management tools to streamline bookings and compliance with company policies.
• Simplify the reimbursement process by providing detailed expense reports and integration with expense management systems.
• Offer priority services, dedicated support, and exclusive benefits to business travelers, such as fast-track security, lounge access, or priority boarding.

Frequent Flyers:

• Ensure consistent recognition of frequent flyer status and benefits across all touchpoints, including the website, app, check-in counters, and onboard.
• Personalize communication and offers based on the individual's travel preferences, history, and loyalty program status.
• Improve the redemption process for rewards and loyalty points, making it easier and more transparent for frequent flyers.
• Enhance access to exclusive services and lounge facilities, especially during busy travel periods, by expanding capacity or offering alternative options.

International Travelers:

• Provide a comprehensive and user-friendly guide on the website and app, including visa requirements, entry regulations, and transit procedures for different destinations.
• Offer multilingual customer support or assistance for international travelers, ensuring effective communication and problem resolution.
• Collaborate with relevant authorities and agencies to simplify visa processes and provide up-to-date information on changing regulations.
• Enhance the visibility of airport facilities, transportation options, and local services at the destination to facilitate a smooth travel experience.

Use Prioritization Metrics to prioritize the solutions according to factors such as feasibility and ease of usage‍

Let's use the RICE framework to prioritize the solutions for post-booking services of IndiGo.
RICE stands for Reach, Impact, Confidence, and Effort. We'll assign a score from 1 to 10 to each factor, with 1 being low and 10 being high.

Individual Passengers:

• Streamline the online self-service portal:
• Reach (8), Impact (9), Confidence (7), Effort (6)
• Provide comprehensive information on the website and app:
• Reach (9), Impact (8), Confidence (8), Effort (5)
• Introduce a wider range of seat selection options:
• Reach (7), Impact (8), Confidence (6), Effort (7)
• Enhance customer support channels:
• Reach (8), Impact (9), Confidence (7), Effort (6)

Families and Groups:

• Implement a group booking management system:
• Reach (6), Impact (8), Confidence (7), Effort (7)
• Offer dedicated services for families with children:
• Reach (7), Impact (9), Confidence (8), Effort (6)
• Provide clear guidelines for managing group baggage allowances:
• Reach (7), Impact (7), Confidence (7), Effort (6)

Business Travelers:

• Implement flexible rebooking and cancellation policies:
• Reach (7), Impact (8), Confidence (7), Effort (7)
• Develop a corporate travel portal:
• Reach (6), Impact (8), Confidence (6), Effort (8)
• Simplify the reimbursement process:
• Reach (7), Impact (7), Confidence (8), Effort (6)
• Offer priority services and benefits:
• Reach (8), Impact (9), Confidence (7), Effort (7)

Frequent Flyers:

• Ensure consistent recognition of frequent flyer status:
• Reach (8), Impact (8), Confidence (7), Effort (6)
• Personalize communication and offers:
• Reach (7), Impact (8), Confidence (7), Effort (7)
• Improve the redemption process:
• Reach (6), Impact (7), Confidence (7), Effort (6)
• Enhance access to exclusive services and lounges:
• Reach (7), Impact (8), Confidence (7), Effort (7)

International Travelers:

• Provide a comprehensive travel guide:
• Reach (8), Impact (7), Confidence (7), Effort (6)
• Offer multilingual customer support:
• Reach (7), Impact (8), Confidence (8), Effort (6)
• Simplify visa processes:
• Reach (6), Impact (7), Confidence (7), Effort (7)
• Enhance visibility of airport facilities and local services:
• Reach (7), Impact (7), Confidence (7), Effort (6)

Based on the RICE scores, the prioritized solutions would be as follows:

• Enhance customer support channels
• Ensure consistent recognition of frequent flyer status
• Streamline the online self-service portal
• Provide comprehensive information on the website and app
• Offer dedicated services for families with children.

Define Metrics to measure the performance‍

To measure the performance of the solutions for post-booking services of IndiGo, we can use the following metrics:

Customer Satisfaction (CSAT):

• Conduct surveys or collect feedback from customers.
• Assess satisfaction through ratings, feedback forms, or Net Promoter Score (NPS).

Service Level Agreement (SLA) Compliance:

• Monitor adherence to predefined SLAs.
• Measure the percentage of cases where SLAs are met.

Self-Service Adoption Rate:

• Track the number of customers using self-service options.
• Assess the effectiveness of the streamlined self-service experience.

Conversion Rate:

• Measure the percentage of visitors completing desired actions.
• Actions include making a booking or accessing additional services.

Average Resolution Time:

• Monitor the average time to resolve customer queries or issues.
• Aim to reduce this time for faster and more efficient support.

Repeat Bookings or Retention Rate:

• Measure the percentage of customers making repeat bookings.
• Evaluate retention over a specific period for customer satisfaction.

Cost Reduction:

• Evaluate cost savings through implemented solutions.
• Consider actual cost reduction or cost per transaction/customer.

Online Reviews and Ratings:

• Monitor online platforms and review sites.
• Assess feedback and ratings for improved customer experiences.

Website/App Performance Metrics:

• Track metrics like page load times, app crashes, and user engagement.
• Improved metrics indicate a better user experience.

Operational Efficiency:

• Measure operational efficiency metrics.
• Include the number of escalations, errors, or complaints related to solutions.