Business Need:
Define, develop and gain customer adoption for new digital service
Approach:
Creation of digital app to provide value added service to airport customers
Achieved Before EGC:
Investment in many rewards and information apps with limited engagement
Challenge:
Building an app that travelers and others in community would see valuable
Gained:
- Identified unmet need for secure and easy delivery of baggage to and from airport
- Co-creation partner also struggling to develop value added app for customer adoption
- Peer support, sounding board and check ins during 9 month development process
Result:
- Successful pilot of baggage delivery app within 9 months of initiation in EGC
- Confidence that rapid (agile) design, development and implementation is possible in large public sector organizations
- Improved customer loyalty