Air France

The initial demand:

– With the development of the the self-service chain, enable the front line staff to create new added value for Air France customers

– Understand the impact on organisation, tools and management


Our contribution:

Observations and interviews (operational teams, back office, HQ)

Workshops including clients and Air France front-line staff and their managers to prototype new organisation, tools, relationships

Internal to identify innovations (internal organisation of operational teams, new front- back interactions, new management approach…)

After the workshop we created a Co-creation kit so each of the 11 000 post offices could continuous improve their service and redefine the customer journey locally.


The results:

Development of new customer pathways and service delivery (tested and put in place one month after the workshops)

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