Lufthansa is the largest airline in Europe, both in terms of fleet size and the number of passengers. It is also one of the five founding members of Star Alliance, the world’s largest airline alliance.
Say yes to the world
As an airline that is continuously looking for new ways to upgrade its services and provide its users with an increasingly better travel experience, Lufthansa tasked us with creating Opinion Matters — a mobile application that would enable them to quickly and efficiently gather feedback from their clients and business partners. Since none of the off-the-shelf solutions offered them the functionalities and the flexibility needed in order to implement the application across the entire group, taking the custom route was the optimal solution.
Bornfight has a great ‘can-do’ attitude, and they supported us in defining our concept, development and implementation. Nothing was too much trouble and they were always willing to explain and clarify our questions. Our customer feedback app was delivered on time and within budget.
Head of Marketing Sales Products and Programs at Lufthansa Group
Streamline, simplify and automate
Our primary objective was to create a feedback-gathering iPad application that would be extremely simple to use both for Lufthansa’s staff and app admins, as well as their clients, so we focused on a format that everyone is familiar with — surveys and questionnaires.
On the admin side, the application revolves around creating custom questionnaires out of a set of predetermined question formats. It also gives admins the ability to quickly make copies of questionnaires that their colleagues already conducted, as well as to explore very detailed statistics about all of the surveys.
On the user side, every element is focused on streamlining the answering process and providing maximum clarity, as well as ensuring that users need to do as few actions as possible in order to reach the end of a survey.
Different markets, different goals, different admins
As the Opinion Matters app is used across the entire Lufthansa group, we implemented a robust hierarchical system into it — this system enables the app’s super-admins within Lufthansa’s management to handle the access rights of all the other admins on a group, region and market level. Each level of access comes with its own set of specific permissions — from gaining access to see the statistics of questionnaires conducted within a certain market, all the way to being able to conduct surveys on a global level.
Off and On…line
To ensure that the application can be used anywhere, we enhanced it with an offline mode. It enables Lufthansa’s staff to gather feedback even if the device they’re using is currently not connected to the Internet. Once the connection is established, the app can automatically upload gathered data onto the central system where it’s added to the feedback acquired by all of the others and then further analyzed.
Data gathering, processing and presentation in one
Although the action of gathering feedback information from users, by using different types of questionnaires, is the core functionality of the application, it also functions as a strong data processing and visualization tool. To further simplify the process of extracting valuable insights from acquired feedback, we implemented a robust statistics system into the application — it is capable of quickly analyzing entered data and presenting users with multiple types of graphs that highlight important information.