{"id":2507,"date":"2024-05-27T15:12:35","date_gmt":"2024-05-27T15:12:35","guid":{"rendered":"https:\/\/ascnet.ie\/inclusion4eu-website\/?p=2507"},"modified":"2024-05-27T15:19:43","modified_gmt":"2024-05-27T15:19:43","slug":"ryanair-improves-industry-leading-customer-service","status":"publish","type":"post","link":"https:\/\/ascnet.ie\/inclusion4eu-website\/ryanair-improves-industry-leading-customer-service\/","title":{"rendered":"Ryanair-improves-industry-leading-customer-service"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"2507\" class=\"elementor elementor-2507\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5a506c2b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5a506c2b\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2ba105c7\" data-id=\"2ba105c7\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-485f414 elementor-widget elementor-widget-heading\" data-id=\"485f414\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"Ryanair-improves-industry-leading-customer-service\"><\/span>Ryanair-improves-industry-leading-customer-service <span class=\"ez-toc-section-end\"><\/span><\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-59ca0682 elementor-icon-list--layout-inline elementor-align-end elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"59ca0682\" data-element_type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items elementor-inline-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-hashtag\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Inclusion<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2f5bacdf elementor-widget elementor-widget-spacer\" data-id=\"2f5bacdf\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6de6a959 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6de6a959\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5034e5ab\" data-id=\"5034e5ab\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-79990a1b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"79990a1b\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-3f15b2bc\" data-id=\"3f15b2bc\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-12f56b4d elementor-widget elementor-widget-heading\" data-id=\"12f56b4d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"Who_does_this_case_study_involve\"><\/span>Who does this case study involve?<span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-73e08ac3 elementor-widget elementor-widget-text-editor\" data-id=\"73e08ac3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Ryanair<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-2a04917a\" data-id=\"2a04917a\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2d02e963 elementor-widget elementor-widget-image\" data-id=\"2d02e963\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/ascnet.ie\/inclusion4eu-website\/wp-content\/uploads\/2024\/05\/undraw_People_re_8spw-150x150.png\" class=\"attachment-thumbnail size-thumbnail wp-image-2394\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-645dab63 elementor-widget elementor-widget-spacer\" data-id=\"645dab63\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-59322c20 elementor-widget elementor-widget-heading\" data-id=\"59322c20\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"The_case\"><\/span>The case<span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6333933 elementor-widget elementor-widget-text-editor\" data-id=\"6333933\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Ryanair have a stated aim to reach 225 million passengers by 2026 and a key part of achieving that goal is to improve their digital offerings. A key part of this process is the role of\u00a0Ryanair Labs, the technology Hub of Ryanair. Ryanair was known in the past for its poor website. Colin O Brien head of QA at Ryanair Labs identified this as a key reason for growth not breaking through the 80m barriers, and this resulted in a major re-think about digital strategy.\u00a0This produced a renewed emphasis on redeveloping digital services. Lead by Ryanair labs user experience (UX) is at the heart of this re-design. An extensive process of user feedback is built into development and deployment strategies. Activities include:<\/p><ul><li>User Testing\u00a0<\/li><li>Empathy maps\u00a0<\/li><li>Contextual Inquiries\u00a0<\/li><li>Job to be Done Interviews\u00a0<\/li><li>Competitor Reviews\u00a0<\/li><li>Benchmarking\u00a0<\/li><li>Surveys\u00a0<\/li><li>Intercepts\u00a0<\/li><li>Polls\u00a0<\/li><li>Shadowing\u00a0<\/li><li>Diary Studies\u00a0<\/li><li>Card Sorting\u00a0<\/li><\/ul><p>Development involves a Five-stage process Research, Design, Prototype, User Testing and Develop and launch. Users are heavily involved in the Research, testing and Deployment phases.\u00a0Ryanair continues to grow its digital offering and has added services like a Day of Travel App and\u00a0Digital Wallet. An important initiative in meeting its goals is its use of a customer panel. By driving a user lead policy Ryanair is on its way to achieving its 225 m passenger goals.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2c832d5f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2c832d5f\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-17088042\" data-id=\"17088042\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-10d5559e elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"10d5559e\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-55c3d0af elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"55c3d0af\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-640cf9cb\" data-id=\"640cf9cb\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-78bf7449 elementor-widget elementor-widget-heading\" data-id=\"78bf7449\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"References\"><\/span>References<span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-127830c0 elementor-widget elementor-widget-text-editor\" data-id=\"127830c0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li><a href=\"https:\/\/corporate.ryanair.com\/news\/ryanair-improves-industry-leading-customer-service\/\" target=\"_blank\" rel=\"noopener\">Ryanair Improves Industry Leading Customer Service<\/a>, from Ryanair <\/li><li><a href=\"https:\/\/www.thechatshop.com\/article\/ryanair-better-customer-experience\" target=\"_blank\" rel=\"noopener\">Ryanair&#8217;s Journey To Better Customer Experience<\/a>, from The Chat Shop<\/li><li><a href=\"https:\/\/diggintravel.com\/ryanair-ux-research\/\" target=\"_blank\" rel=\"noopener\">How Ryanair UX Research Helped Transform Their Website from Worst to Best<\/a>, by Iztok Franko<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Ryanair-improves-industry-leading-customer-service Inclusion Who does this case study involve? Ryanair The case Ryanair have a stated aim to reach 225 million passengers by 2026 and a key part of achieving that goal is to improve their digital offerings. A key part of this process is the role of\u00a0Ryanair Labs, the technology Hub of Ryanair. Ryanair was [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"zakra_sidebar_layout":"customizer","zakra_remove_content_margin":false,"zakra_sidebar":"customizer","zakra_transparent_header":"customizer","zakra_logo":0,"zakra_main_header_style":"default","zakra_menu_item_color":"","zakra_menu_item_hover_color":"","zakra_menu_item_active_color":"","zakra_menu_active_style":"","zakra_page_header":false,"cybocfi_hide_featured_image":"","footnotes":""},"categories":[12],"tags":[],"class_list":["post-2507","post","type-post","status-publish","format-standard","hentry","category-inclusion-case-studies"],"_links":{"self":[{"href":"https:\/\/ascnet.ie\/inclusion4eu-website\/wp-json\/wp\/v2\/posts\/2507","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ascnet.ie\/inclusion4eu-website\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ascnet.ie\/inclusion4eu-website\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ascnet.ie\/inclusion4eu-website\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ascnet.ie\/inclusion4eu-website\/wp-json\/wp\/v2\/comments?post=2507"}],"version-history":[{"count":10,"href":"https:\/\/ascnet.ie\/inclusion4eu-website\/wp-json\/wp\/v2\/posts\/2507\/revisions"}],"predecessor-version":[{"id":2521,"href":"https:\/\/ascnet.ie\/inclusion4eu-website\/wp-json\/wp\/v2\/posts\/2507\/revisions\/2521"}],"wp:attachment":[{"href":"https:\/\/ascnet.ie\/inclusion4eu-website\/wp-json\/wp\/v2\/media?parent=2507"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ascnet.ie\/inclusion4eu-website\/wp-json\/wp\/v2\/categories?post=2507"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ascnet.ie\/inclusion4eu-website\/wp-json\/wp\/v2\/tags?post=2507"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}