Contactless service and operations: Airlines Improving and enabling human-oriented service and operations in response to COVID-19 CONFIDENTIAL AND PROPRIETARY Any use of this material without specific permission of McKinsey & Company is strictly prohibited The IDEA Framework in action: sector examples Contactless Service and This document provides a sector Organizations should follow local Operations was developed to provide specific example on how the process regulations and country-specific a framework for reevaluating an of the IDEA Framework could be circumstances before implementation organization’s key customer and applied. of specific interventions. employee journeys and interactions in light of COVID-19. It focuses on If you would like to view additional This content consists of insights from making those journeys and details of this approach please click McKinsey’s operations and design interactions better not just safer. here (link to CxO) practice and is provided “as is” solely for informational purposes. It does not The goal of the IDEA Framework is to constitute or is intended to be legal or help organizations reimagines safety advice. Organizations should mission-critical priorities, investments, consider all applicable laws, and operations while providing the standards, and country-specific “human” elements related to service. circumstances before adopting any measures. Organizations should engage their own legal counsel and safety experts to ensure compliance. McKinsey Design | Stockholm Studio 2 The IDEA framework provides a process that can help identify human-centered solutions for evolving business scenarios Identify interactions Diagnose & prioritize Develop & & areas of concern areas of concern Execute solutions Adapt & sustain Identify the types of work Prioritize areas of concern Develop and roadmap Operationalize solutions environment relevant to the using multiple lenses: solutions across three across the organization, business horizons: iterating and adjusting to meet • Type of interactions the needs of the evolving Identify types of in-person • Immediate needs to continue situation interactions for priority journeys • Evolution of customer and or re-start critical operations within three main buckets: employee experience Empower teams to stay • Re-prioritizing and ahead of emerging situations • Employee to employee • Implications on operations accelerating key initiatives and cost and bring learning back to the • Employee to customer • Investment in distinctive long- organization term solutions • Customer to customer McKinsey & Company 3 Organizations should engage their own legal counsel and safety experts to ensure any adopted measures are compliant with applicable laws and standards in their jurisdictions. Airline example The first step of the IDEA framework is to identify interactions and areas of concern across key journeys and interactions ILLUSTRATIVE EXAMPLE NONEXHAUSTIVE Detailed areas per type of interaction and operation Goods transfer Services Internal tasks/processes Baggage handling Customer-service agents and gate agents Pre-flight checklists working at the same station Employee Handing off paperwork and signatures (eg, Flight announcements to employee flight manifest) Cleaning crews Corporate employees working at desks Restocking flight provisions (eg, food and Loading/unloading crews beverage) TSA agents Baggage handling Food & beverage service Upgrade clearance Interaction Ticket scanning Airline customer service (within airport) Gate-checking bags Employee types Ticketing/check-in/bag drop Gate agent announcements Flight attendants boarding from same area to customer TSA checkpoints/verification Boarding process as passengers In-flight service Moving luggage for stowage during boarding Dense queues at check-in, security, pre- Airport security bins boarding, boarding, flight Customer Communal baggage tags Shared air circulation to customer Shared airplane bathrooms Touching elevator buttons and railings in Airport restaurants and restrooms terminal McKinsey & Company 4 Organizations should engage their own legal counsel and safety experts to ensure any adopted measures are compliant with applicable laws and standards in their jurisdictions. Airline example Once identified, organizations are advised to diagnose and prioritize areas of concern ILLUSTRATIVE EXAMPLE OF CURRENT PASSENGER JOURNEY E2E: Employee to employee E2C: Employee to customer C2C: Customer to customer Pre-airport Airport/pre-flight Onboard/in-flight Post-flight Booking & Getting Check in & Travel At gate & Food & Restroom In-flight Taking bags Customs & Issues & Leaving Research Security planning to airport bag drop to gate boarding beverage breaks entertainment & deplaning bag claim follow-up airport At gate and boarding journey Passenger Passenger lines up and Passenger walks Passenger boards Passenger waits at gate presents boarding pass through jet bridge and finds their seat prepares to fly Potential C2C Sitting down in crowded waiting E2E Multiple gate agents sharing E2C Additional security screening C2C Aisle crowding C2C Interacting with other interactions area terminals, equipment passengers C2C Crowding in a single line C2C Touching seats while E2C Speaking with agents at gate C2C Crowding in lines waiting to while waiting to board via an walking up aisles C2C Touching shared board by group unventilated jet bridge surfaces (armrests, seats) E2C Checking bag at the gate C2C Stowing carry-ons in E2C Scanning boarding passes E2C Airline staff needing to get overhead compartments E2C Speaking with flight C2C Customers walking by each other past passengers to plane attendants to go to the bathroom C2C Needing others to stand to get to own seat McKinsey & Company 5 Organizations should engage their own legal counsel and safety experts to ensure any adopted measures are compliant with applicable laws and standards in their jurisdictions. Airline example Companies can seek t0 develop and execute solutions to help improve safety and experience across key business elements ILLUSTRATIVE EXAMPLE NONEXHAUSTIVE Potential levers that Innovations and improvements could address guest and associate safety Potential additional could be utilized in and comfort in and around the airport examples solutions A B C G Temperature New offers measurement upon & services Contactless check-in Private pods in Contactless entry and bag drop-off lounges boarding H Remodeled D E F movement flows Policies I Seats spaced in gate area Health checks at UV cleaning robot Extra-filtering air vents boarding for aircraft post-flight in plane headrests J Upgraded PPE for viral protection Processes K Communication of Back office guidelines to guest A G B L Hot spot surfaces Check-in I Digitization marked with color C D H E F J K L Concourse Gate McKinsey & Company 6 Organizations should engage their own legal counsel and safety experts to ensure any adopted measures are compliant with applicable laws and standards in their jurisdictions. Airline example The last step to consider is to pilot, adapt, and scale solutions as appropriate, keeping employee and customer experience in mind ILLUSTRATIVE FUTURE STATE JOURNEY EXAMPLE POTENTIAL ACTIONS TO CONSIDER Pre-airport Airport/Pre-flight Onboard/In-flight Post-flight Arrival, check-in & Waiting/using services at the Boarding & in-flight Arrival/traveling Exploring & booking security Check airport experience to destination Potential Being enticed to travel Arriving at the airport Meals & shopping Boarding and transport to Deplaning actions to Deciding if travel is safe Check-in and baggage-drop Finding your gate airplane Customs Stowing hand luggage Researching safe options Security check Waiting for boarding Baggage claim consider Ordering meals/snacks Booking Using toilets Reopen COVID-19 clean certification Distancing measures at the Limit physical contact as much as Provide sufficient space and Avoid crowded aisles airport (for queuing) possible (contactless experiences) distance at waiting area Provide flexibility in booking (easy Certified network clean Limit physical contact as Assure safety of customers (updated Ensure hands-free boarding vehicles (eg, hotel airport Reopen & immediate cancellation/ no penalty much as possible information, cleaning stations/tools, etc) van, Uber partnership) needs cancelation policy) Avoid using buses to airplanes Assure safety of customers Remove high-touch objects (clocks, pen, Extended health insurance Continuous communication with Limit passengers (keep middle (updated information, pads) for employees customers seats empty) cleaning stations/tools etc) Touch-free journey Reimagination Safety and assurance to More automated, touch-free Provide accurate, real-time, customized Constantly disinfect aircraft Communicate on customers (easy access to interactions information via great experiences that destination statistics & Create special solutions for customer service, clear updated build trust and joy recommendations Increased/ automated high-risk groups information online, distanced disinfection of public spaces Touch-free bathrooms & elevators Provide guidance and clear passengers on flights, etc) Experiment with new services contact for emergencies Avoid bottlenecks of airport All snacks/meal orders by app Distinctive and experiences to bridge gaps Support customers in finding new, layouts, expediting Touch-free immigration for long-term solutions safer destinations Lights controlled by app/voice in digital journeys and design for passengers directly to their new customer behaviors high-risk travellers gate Door is unlocked with app and opens Travel risk assessment in app Concierge on destination automatically Rethink aircrafts of the future Be prepared to provide Touch-free visa processes with much higher hygiene and medical care Voice- or app-activated lights, health-safety standards Flexibility (short-term planning) whenever/wherever needed blinds/curtains, entertainment New types of insurance McKinsey & Company 7 Organizations should engage their own legal counsel and safety experts to ensure any adopted measures are compliant with applicable laws and standards in their jurisdictions..