Today’s MOTD is a powerful model of customer experience tracking in the airline industry. Developed by Lego, it details the steps of obtaining a plane ticket, flying, and exiting the destination airport.
The graphic asks the question, “how can this be a positive experience” at each action point. By asking this question, powerful insights can be gained about what is important to the customer and how to keep them flying on your airline. Also, by analyzing this data, the creators found the “make or break point” where customer experience is extremely important.