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