Mobile Apps & Social Network Trends : Impact on Airline Business
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This document discusses trends in mobile apps and social networks and their impacts on the airline business. It covers the growth of mobile technologies like smartphones and tablets. It also discusses how mobile apps are becoming more important than mobile web and details different platforms for developing mobile apps. The document then covers social networks and how airlines can leverage them. It provides examples of how mobile payments and location-based services can be used in the airline industry.
![Mobile Apps Industry Is Huge
It is currently estimated at $7 billion,
with expected increase
to almost $17.5 billion in 2012
[GetJar]
22](https://image.slidesharecdn.com/mobile-social-trends-110724120933-phpapp02/85/Mobile-Apps-Social-Network-Trends-Impact-on-Airline-Business-22-320.jpg)
![Mobile Ecosystem for Airline
Level 1, the basics: providing mobile versions of
existing web services.
Level 2, additional “anytime, anywhere” services:
enhancing user experience with specific services
for people on the road.
Level 3, contextually intelligent services:
understanding a traveler’s context in real time
and proactively building the service experience
around it.
Source: A different look at the future of airline mobile apps
: Martin Collings [shearwaterblog.wordpress.com] 51](https://image.slidesharecdn.com/mobile-social-trends-110724120933-phpapp02/85/Mobile-Apps-Social-Network-Trends-Impact-on-Airline-Business-51-320.jpg)
![Level 1: Basics
Establishing a mobile presence, almost always as
an extension of services already available
through the web channel
Either Mobile Apps or Mobile Webs
Check schedules, flight status, gate, loyalty
program status, book, cancel, check-in, use
paperless boarding passes, search and find
loyalty program partners, get flight alerts, and
more.
Source: A different look at the future of airline mobile apps
: Martin Collings [shearwaterblog.wordpress.com] 52](https://image.slidesharecdn.com/mobile-social-trends-110724120933-phpapp02/85/Mobile-Apps-Social-Network-Trends-Impact-on-Airline-Business-52-320.jpg)
![Mobile Apps : Other Features
Virgin Atlantic has apps to handle jetlag and fear of
flying.
Qantas has an augmented reality app to help people
find their local partners’ venues.
Alitalia allows users to track lost luggage.
American Airlines provides very useful terminal maps.
Lufthansa has a social flying application where
travelers can interact with other LH travelers with
similar interests nearby, and find pals to share cabs.
Source: A different look at the future of airline mobile apps
: Martin Collings [shearwaterblog.wordpress.com] 61](https://image.slidesharecdn.com/mobile-social-trends-110724120933-phpapp02/85/Mobile-Apps-Social-Network-Trends-Impact-on-Airline-Business-61-320.jpg)
![Level 2: “anytime, anywhere” services
More direct: It’s more than the web: it follows users
everywhere, it’s always available in their pocket.
More unbundling.Mobile allows an airline to keep that
upselling door permanently open. Passenger must be
able to access and book additional options at any
time.
More cross-sell. Mobile is also an ideal channel to
cross-sell additional services at the right time.
– Example: If a traveler needs to book a cab upon
arrival, allow them to do it in one click while in the
departure lounge
Source: A different look at the future of airline mobile apps
: Martin Collings [shearwaterblog.wordpress.com] 63](https://image.slidesharecdn.com/mobile-social-trends-110724120933-phpapp02/85/Mobile-Apps-Social-Network-Trends-Impact-on-Airline-Business-63-320.jpg)
![Level 2: “anytime, anywhere” services
More loyalty. Building loyalty has several
components, starting with service excellence,
understanding travelers’ needs,
More customer service. Being closer to travelers also
means being easy to be reached when needed. Click-
to-call, click-to-callback, video calls and more
Source: A different look at the future of airline mobile apps
: Martin Collings [shearwaterblog.wordpress.com] 64](https://image.slidesharecdn.com/mobile-social-trends-110724120933-phpapp02/85/Mobile-Apps-Social-Network-Trends-Impact-on-Airline-Business-64-320.jpg)
![Level 3: contextual intelligence
By combining PNR data, location, time, and loyalty
data, the airline is in a unique position to make
educated guesses about the context of each traveler.
Examples
– If a traveler arrives early at the airport, they’d be
interested in special offers for a lounge pass or to
cafés/restaurants near their departure gate. But they
would not like any of these offers if they arrive late –
you would just annoy them.
Source: A different look at the future of airline mobile apps
: Martin Collings [shearwaterblog.wordpress.com] 65](https://image.slidesharecdn.com/mobile-social-trends-110724120933-phpapp02/85/Mobile-Apps-Social-Network-Trends-Impact-on-Airline-Business-65-320.jpg)
![Innovative Areas
Using location services to optimize operations
– e.g. No more ‘last call for Mr Jones’:
More real-time feedback.
– e.g. Luggage problems can be shared with customers
more proactively
Fraud detection.
– Double checking data owned by the airline with other
data available from the mobile carrier
– when a customer books on a website with a name
different from the name registered as the phone
owner
Source: A different look at the future of airline mobile apps
: Martin Collings [shearwaterblog.wordpress.com] 66](https://image.slidesharecdn.com/mobile-social-trends-110724120933-phpapp02/85/Mobile-Apps-Social-Network-Trends-Impact-on-Airline-Business-66-320.jpg)
Mobile Apps & Social Network Trends : Impact on Airline Business
- 1. Mobile App & Social Network Trends : Impacts on Airline Business Assoc.Prof. Dr. Thanachart Numnonda Director Software Park Thailand 25 July 2011 1
- 2. Agenda Technology Trends Mobile Webs & Mobile Apps Mobile Payment Mobile Apps for Airlines Social Network Software Park's Social Tools Social Network : Case Study for Airlines Summary 2
- 3. Technology Trends 3
- 4. Next Major Computing Cycle 4 Source: Morgan Stanley 2009
- 5. Gartner Top 10 Strategic Technologies 5
- 6. Trends Web 2.0 Web as a Platform OS/Device independence Cloud Computing Social Network Social Network is a Platform Mobile Computing Enterprise 2.0 6
- 7. Enterprise Apps Go Mobile 7
- 8. 8 Source: Morgan Stanley 2010
- 9. SmartPhones 9
- 10. Mobile Phone Market Shares Q1 2011 10 Source :Gartner 2011
- 11. SmartPhone Market Shares Q1 2011 11 Source :Gartner 2011
- 12. Smartphone Market Shares Q4 2010 12
- 13. Tablets 13
- 14. HP touchPad Video 14
- 15. Android 10.1” Video 15
- 16. Tablet Sales Prediction 16
- 18. Mobile Web Users 18
- 19. Mobile Technology 19
- 20. Mobile Webs & Mobile Apps 20
- 21. Mobile Web v.s. Mobile Apps Mobile Web is cheaper Most smartphone support HTML5 Mobile App is more user friendly can integrate with other apps, social network, location context, etc.. 21
- 22. Mobile Apps Industry Is Huge It is currently estimated at $7 billion, with expected increase to almost $17.5 billion in 2012 [GetJar] 22
- 23. Fragmentation In The Mobile World Different OS Different Hardware Different ScreenSize Different Input Method 23
- 24. Categorization of Mobile App Development Low-end platforms – SMS, JavaCard Mid-level phones platforms – Java ME Smartphone platforms – iPhone, Android, Blackberry, Symbian Source: Wilfred M. Mworia; Mobile BootCamp 2009 24
- 25. Mobile Market Variety 25
- 26. Smartphone Platforms 26
- 27. 27
- 28. iPhone Language: Objective-C ; CocoaTouch framework Difficulty: Very steep learning curve but gets much easier after that Tools: Hardware: Mac (pretty expensive) Software: Xcode (free); iPhone SDK Pros: Very comprehensive APIs, very well documented The iPhone is a great platform esp for consumer level apps Ready online market place for your apps Free tools (once you have the costly hardware) Source: Wilfred Cons M. Mworia; Mobile Very different programming style BootCamp 2009 Expensive to get a handset to test on You need specific hardware Marketplace controlled by Apple; 70-30 revenue sharing; Apps have to be approved by Apple first 28
- 29. Android Language: Java Difficulty: Intermediate to advanced Java & Java ME Tools: Hardware: PC or Mac Software: Eclipse is the editor of choice; Android SDK Pros: Familiar programming model Very comprehensive APIs, very well documented Ready online market place for your apps Open source OS Open Handset Alliance creates a strong backing Free tools Cons Variety of device screens, input, size, Source: Wilfred M. Mworia; Mobile BootCamp 2009 29
- 30. Symbian Language: Mainly Native Symbian C++; Java ME, Flash & Python Runtimes Difficulty: Challenging for C++; Java ME more familiar; more control with C++ Tools: Hardware: PC Software: Symbian Application Development Toolkit (ADT); SDKs e.g. Nokia S60 SDK Pros: Familiar programming model Very comprehensive APIs, very well documented Ready online market place for your apps Open source OS Symbian Foundation backs the development of Symbian Handsets are readily available Many device types and manufacturers – Samsung, LG, Nokia Free tools Cons Needs some good experience with C++ Source: Wilfred M. Mworia; Mobile BootCamp 2009 30
- 31. BlackBerry Language: Several options: Java, .NET Difficulty: For Java, if you are familiar with Java ME you’ll be great. .NET is by nature not so hard Tools: Hardware: PC Software: For Java: Plugin for Eclipse, Blackberry JDE; For .NET: Plugin for VS; MDS Studio Pros: Options for programming languages and tools Very comprehensive APIs, very well documented Good for enterprise apps Handsets are readily available Free tools Cons IMHO perhaps not the best for consumer apps Writing apps for different Blackberry devices can get tricky; have to pick the right version of tools for the right OS version Only one device manufacturer RIM Source: Wilfred M. Mworia; Mobile BootCamp 2009 31
- 32. General Guidance to Smartphone Development Source: Wilfred M. Mworia; Mobile BootCamp 2009 Pick a platform Learn a bit about the OS in general – Understand the environment in which your app will run – How the OS treats scenarios like multi-tasking – Could help with things like performance tuning Get the tools Learn the APIs Design is key for consumer apps 32
- 33. Mobile App Stores 33
- 34. Mobile Apps Price 34
- 35. Mobile Apps in Thailand Local Mobile Apps 530 Apps in 2010 Expected local mobile apps in 2011 => 1,300 Apps Revenue 495 Million Baht Source: Kasikorn Research Center 2011 35
- 36. Top 10 Mobile App 2012 Money Transfer Location Based Services Mobile Search Mobile Browsing Mobile Health Monitoring Mobile Payment Near Field Communication Services 36
- 37. Top 10 Mobile App 2012 Mobile Advertising Mobile Instant Messaging Mobile Music 37
- 38. Mobile Payment 38
- 39. The convergence of payments and mobile communications is not just logical – it is inevitable” John Philip Coghlan, Visa USA CEO March 2007 39
- 40. What is Mobile Financial Services ? Source: Mobile Payment series 2009: www.mpayconnect.com 40
- 41. Mobile Payment Platforms • Mobile Banking: This will enable users to transfer money from account to account, pay bills, manage/monitor account e.g. spending limits, credit fraud. . e.g. Mobile banking platform providers – Promptnow, mFoundry and Firethron. •Remote Purchase: Using the mobile phone to purchase goods through a secure portal, instead of a computer on the internet. e.g. PayPal’s "Text-to-Buy" enables users to make remote purchases. Person to person mobile payments: Where a mobile device can be used to complete a person-to-person transaction. Point-of-Sale: Using a mobile device at a physical store front, at the cash register to purchase inexpensive products quickly 41 and easily. “
- 42. Mobile Payment Evolution 42
- 43. What does it take to replace cash? 43
- 44. Some Key Concepts Mobile Remote Payment It covers payments that take place online, in which the mobile phone is used as a device to authenticate personal information stored remotely Mobile Proximity Payment It refers generally to contactless payments in which the payment credential is stored in the mobile and is exchanged over the air, based on NFC technology, with a dedicated and compatible payment terminal. Near Field Communication It is a short-range radio frequency communication technology that enables NFC devices located no more than a few centimeters from each other to exchange data. NFC devices are totally compatible with existing contactless technologies like smart cards and contactless stickers. 44 Source : Binary Mantra Systems
- 45. NFC NFC allows a device to read and write a contactless card, act like a contactless card and even connects to another NFC device to exchange data. 3 modes : – Card reading (MIFARE …) – Peer to peer (initiator & target) – Card emulating Distance : 0 - 20 centimeters Bandwidth to 424 kbits/s NFC Forum : NDEF specs N-Mark: http://www.nfc-forum.org/resources/N-Mark Source : ARCHITECTURE & DEVELOPMENT OF NFC APPLICATIONS Smart-University 20099 45
- 46. NFC on a Mobile Phone GPS Screen with a user interface Security Keyboard Contactless Loudspeaker and TV Microphone Camera Network Source : ARCHITECTURE & DEVELOPMENT OF NFC APPLICATIONS Smart-University 20099 46
- 47. Contactless M-Payment in some countries Source: Contactless Mobile Payment: ITIF Report 2009 47
- 48. Mobile Payment Market 48
- 49. Mobile Shopping Video 49
- 50. Mobile Apps for Airlines 50
- 51. Mobile Ecosystem for Airline Level 1, the basics: providing mobile versions of existing web services. Level 2, additional “anytime, anywhere” services: enhancing user experience with specific services for people on the road. Level 3, contextually intelligent services: understanding a traveler’s context in real time and proactively building the service experience around it. Source: A different look at the future of airline mobile apps : Martin Collings [shearwaterblog.wordpress.com] 51
- 52. Level 1: Basics Establishing a mobile presence, almost always as an extension of services already available through the web channel Either Mobile Apps or Mobile Webs Check schedules, flight status, gate, loyalty program status, book, cancel, check-in, use paperless boarding passes, search and find loyalty program partners, get flight alerts, and more. Source: A different look at the future of airline mobile apps : Martin Collings [shearwaterblog.wordpress.com] 52
- 53. British Airways http://ba2go.com Requires no download of software supports the same language as ba.com 53
- 54. BA Mobile Apps 54
- 55. BA Mobile App Video 55
- 56. Air France Mobile App Video 56
- 57. BA Mobile Boarding Pass 57
- 58. Mobile Boarding Pass Video 58
- 59. Northwest Airlines NWA.mobi the excellent job it does by focusing on utility, with simple tools for mobile check-in, flight and gate status and managing reservations. NWA recognizes that its mobile users are Internet users, too, so it keeps the experiences consistent Source:The Best & Worst of the Mobile Web : mobiThinking 59
- 60. United Airlines United’s mobile site also failed to cut the mustard, suggesting the airline needs to concentrate its efforts on user experience. “...browser crashes, poor information display and limited functionality.” Source:The Best & Worst of the Mobile Web : mobiThinking 60
- 61. Mobile Apps : Other Features Virgin Atlantic has apps to handle jetlag and fear of flying. Qantas has an augmented reality app to help people find their local partners’ venues. Alitalia allows users to track lost luggage. American Airlines provides very useful terminal maps. Lufthansa has a social flying application where travelers can interact with other LH travelers with similar interests nearby, and find pals to share cabs. Source: A different look at the future of airline mobile apps : Martin Collings [shearwaterblog.wordpress.com] 61
- 62. Lufthansa MemberScout iPhone app 62
- 63. Level 2: “anytime, anywhere” services More direct: It’s more than the web: it follows users everywhere, it’s always available in their pocket. More unbundling.Mobile allows an airline to keep that upselling door permanently open. Passenger must be able to access and book additional options at any time. More cross-sell. Mobile is also an ideal channel to cross-sell additional services at the right time. – Example: If a traveler needs to book a cab upon arrival, allow them to do it in one click while in the departure lounge Source: A different look at the future of airline mobile apps : Martin Collings [shearwaterblog.wordpress.com] 63
- 64. Level 2: “anytime, anywhere” services More loyalty. Building loyalty has several components, starting with service excellence, understanding travelers’ needs, More customer service. Being closer to travelers also means being easy to be reached when needed. Click- to-call, click-to-callback, video calls and more Source: A different look at the future of airline mobile apps : Martin Collings [shearwaterblog.wordpress.com] 64
- 65. Level 3: contextual intelligence By combining PNR data, location, time, and loyalty data, the airline is in a unique position to make educated guesses about the context of each traveler. Examples – If a traveler arrives early at the airport, they’d be interested in special offers for a lounge pass or to cafés/restaurants near their departure gate. But they would not like any of these offers if they arrive late – you would just annoy them. Source: A different look at the future of airline mobile apps : Martin Collings [shearwaterblog.wordpress.com] 65
- 66. Innovative Areas Using location services to optimize operations – e.g. No more ‘last call for Mr Jones’: More real-time feedback. – e.g. Luggage problems can be shared with customers more proactively Fraud detection. – Double checking data owned by the airline with other data available from the mobile carrier – when a customer books on a website with a name different from the name registered as the phone owner Source: A different look at the future of airline mobile apps : Martin Collings [shearwaterblog.wordpress.com] 66
- 67. Social Network 67
- 68. 68
- 69. 69
- 70. 70
- 71. Social Business Landscape 71 Source : Hinchcliffe at SBS 2010
- 72. The 21st Century Business Environment 72 Source : Hinchcliffe at SBS 2010
- 73. Software Park's Social Tools 73
- 74. Collaboration Tools on Cloud www.snsconference.com Social Networking Security Conference 2011
- 75. Software Park Collaboration Tool Facebook Twitter Dropbox Slideshare Knowhow Wordpress blog Google Docs Evernote etc. www.snsconference.com Social Networking Security Conference 2011
- 76. www.swpark.or.th www.snsconference.com Social Networking Security Conference 2011
- 77. www.facebook.com/softwareparkthailand www.snsconference.com Social Networking Security Conference 2011
- 78. twitter.com/swpark www.snsconference.com Social Networking Security Conference 2011
- 79. Dropbox www.snsconference.com Social Networking Security Conference 2011
- 80. www.slideshare.net/softwarepark www.snsconference.com Social Networking Security Conference 2011
- 81. knowhow.swpark.or.th www.snsconference.com Social Networking Security Conference 2011
- 82. softwareparkthailand.wordpress.com www.snsconference.com Social Networking Security Conference 2011
- 83. Social Network : Case Study for Airlines 83
- 84. 84
- 85. 85
- 86. AirAsia Facebook Hitting one million fans on its Facebook page at the end of May 2011, becoming the first airline outside the US to do so Karen Chan, AirAsia’s Interactive Marketing Manager – “Social media is like having a housewarming party. First you create the most innovative, creative invite so that the recipients will want to share it with their friends to attend the party. Once you have all your guests at the party, you will need to know what you’ll be serving on the table, the kind of music you are going to spin, and the activities at the party so that everyone will go back happy and rave about what a great time they had at your party.” 86
- 87. 87
- 88. JetBlue Twitter JetBlue also leads the airline industry in customer loyalty join Twitter in Spring 2007. From July 2008 to 2009, JetBlue’s Twitter traffic grew 489% JetBlue has sent out over 7,500 tweets and has over 1.6 million followers. The Twitter “kernel of truth”: be receptive to what your followers want. 88
- 89. Delta Flight Booking on Facebook 89
- 90. Malaysia Airlines Facebook 90
- 91. Air New Zealand have nothing to hide! This dare-bare campaign celebrated the airline’s transparent fare policy by showing the staff (and even CEO) in a commercial wearing only body-paint! YouTube views: 6,772,000+ Goals driven – Loyalty – Revenue – Engagement 91
- 92. Air New Zealand YouTube 92
- 93. Cebu Pacific: “Dancing flight attendants If you’re more of a dance person then you can always hop on to Cebu Pacific where safety instructions are given out by flight attendants dancing to Lady Gaga songs YouTube views: 10,096,000+ Goals driven – Revenue – Engagement 93
- 94. Cebu Pacific YouTube 94
- 95. Air New Zealand launches foursquare mayor special Users who are the mayor of select airports and terminals served by the airline now receive free admission to the Koru Lounge or 100 Airpoints Dollars just by showing their mayor status and boarding pass 95
- 96. Virgin America & TopGuest Virgin America guests can earn an additional 25 Elevate points per check-in via TopGuest to Facebook Places or Foursquare — at the airline’s airport terminals or baggage claims — for a total potential of 50 extra points per flight 96
- 97. Summary 97
- 98. Why Trends? In 1950; GDP per capita < $100; Need Financial aids 98
- 99. The Chonggyechon river, South Korea 99
- 100. Transformation of the Korean Economy (1945-2003) Per Capita (US$) GNI 12,646 11,432 10,000 6 Five-Year-Economic- Development Plans 7,355 5,000 Financial Crisis Liberation from Japanese 1,000(1977) OECD Colonial Rule 67 87 100(1964) Member 1945 1953 1962 1970 1980 1990 1995 1998 2003P 100
- 101. Korea : Changing Industrial Structure: from Agriculture to Manufacturing / from Light Industry to Heavy and Chemical Industry Changes in Export Commodity Profile Semiconductor, Mobile Phone, DTV, Display, Automobile, Ship-building, Wig Textile Automobile Semiconductor etc. 84.8% HCI Product (ICT, 27.6%) 50% Light Industry 12.4% Product 2.8% Agricultural Product 1960 1970 1980 1990 1999 2003 101