{"id":33064,"date":"2012-07-13T02:26:00","date_gmt":"2012-07-13T02:26:00","guid":{"rendered":"https:\/\/www.capgemini.com\/ar-es\/?p=33064"},"modified":"2025-03-28T10:40:21","modified_gmt":"2025-03-28T10:40:21","slug":"customer-experience-volando-con-iberia","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/ar-es\/insights\/expert-perspectives\/customer-experience-volando-con-iberia\/","title":{"rendered":"Customer experience: volando con Iberia"},"content":{"rendered":"\n<p><\/p>\n\n\n\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>Customer experience: volando con Iberia<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"\/wp-content\/themes\/capgemini2020\/assets\/images\/cg-logo.png?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Capgemini<\/h5><h5 class=\"blog-date\">2012-07-13<\/h5><\/div><\/div><div class=\"brand-image\"> <\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/ar-es\/?p=33064\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/ar-es\/?p=33064&amp;text=\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/ar-es\/?p=33064&amp;text=\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<p>Por <a href=\"http:\/\/www.es.capgemini.com\/blogs\/author\/mpuchade\/\">Consuelo Puchades<\/a> e <a href=\"http:\/\/www.es.capgemini.com\/blogs\/author\/iarandab\/\">Irene Aranda Barrio<\/a><\/p>\n\n\n\n<p>En estos d\u00edas se est\u00e1 anunciando por parte de Iberia la entrega a sus sobrecargos de un iPad con el que gestionar\u00e1n todo lo relativo a su trabajo en vuelo. &nbsp;Se puede ver m\u00e1s en<a href=\"http:\/\/www.es.capgemini.com\/recursos\/news\/iberia-capgemini-ipad-movilidad-para-los-sobrecargos\/\"> la nota de prensa que ha publicado Capgemini <\/a>y Miguel \u00c1ngel Barrio nos lo cuenta en <a href=\"http:\/\/www.es.capgemini.com\/blogs\/ya-es-una-realidad-estamos-en-vuelo\/\">este post<\/a> de nuestro blog.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter\"><a href=\"\/sites\/default\/files\/blogs\/files\/2012\/07\/2011-11-23-13.09.gif\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/sites\/default\/files\/styles\/wp_blog_image_resize\/public\/blogs\/files\/2012\/07\/2011-11-23-13.09.gif\" alt=\"\" class=\"wp-image-855\"\/><\/a><\/figure>\n\n\n\n<p><a href=\"\/sites\/default\/files\/blogs\/files\/2012\/07\/IMG_8174a.gif\"><\/a><\/p>\n\n\n\n<p>En el equipo de Experiencia de usuario hemos tenido la suerte de poder colaborar con ellos para definir y dise\u00f1ar esta aplicaci\u00f3n. Los objetivos estaban claros: facilitar a los sobrecargos su trabajo y mejorar la atenci\u00f3n al cliente. Para nosotros, una oportunidad de poner al usuario en el centro.<\/p>\n\n\n\n<p>Para poder lograr estos objetivos hemos trabajado principalmente sobre dos ejes:<\/p>\n\n\n\n<p>\u2013&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <strong>Contacto cercano con los usuarios finales<\/strong>: focus groups, entrevistas a fondo, estudios de campo acompa\u00f1\u00e1ndoles en su d\u00eda a d\u00eda, realizados antes de comenzar el dise\u00f1o y, despu\u00e9s, test de usuarios con la aplicaci\u00f3n para corroborar que era lo que los sobrecargos necesitaban.<\/p>\n\n\n\n<p>\u2013&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <strong>Metodolog\u00eda RDV<\/strong> (Rapid Design and Visualization): sesiones de trabajo utilizando <a href=\"http:\/\/www.capgemini.com\/technology-blog\/2009\/01\/rdv_a_pressure_cooker_for_usab\/\">nuestra metodolog\u00eda RDV<\/a> con Iberia en los que hemos definido y dise\u00f1ado las funcionalidades de la aplicaci\u00f3n, el dise\u00f1o de interacci\u00f3n y la direcci\u00f3n creativa, logrando co-crear soluciones de consenso en poco tiempo.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/sites\/default\/files\/styles\/wp_blog_image_resize\/public\/blogs\/files\/2012\/07\/IMG_8174a.gif\" alt=\"\"\/><\/figure>\n\n\n\n<p><a href=\"\/sites\/default\/files\/blogs\/files\/2012\/07\/IMG_8174a.gif\"><\/a><\/p>\n\n\n\n<p>Gracias a la flexibilidad y colaboraci\u00f3n del cliente, ha resultado ser un proyecto que hemos disfrutado, trabajando en equipo con Iberia y pudiendo fomentar la creatividad e innovaci\u00f3n.<\/p>\n\n\n\n<p>La noticia en Europa Press:&nbsp;<a href=\"http:\/\/www.europapress.es\/economia\/noticia-economia-empresas-iberia-entregara-ipads-sobrecargos-agosto-reducir-costes-mejorar-servicio-20120710152905.html\">http:\/\/www.europapress.es\/economia\/noticia-economia-empresas-iberia-entregara-ipads-sobrecargos-agosto-reducir-costes-mejorar-servicio-20120710152905.html<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-wrapper-people-slider section section--expert-slider wrapper-people-slider undefined\"><div class=\"container\"><div class=\"content-title\"><h3 data-maxlength=\"34\">Author<\/h3><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\n\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/9\/2022\/12\/consuelo-22-1.jpg\" alt=\"Consuelo Puchades\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"abrir en una nueva ventana\" href=\"https:\/\/www.linkedin.com\/in\/consuelopuchades\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Consuelo Puchades<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Experto en User Experience<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"abrir en una nueva ventana\" href=\"https:\/\/www.linkedin.com\/in\/consuelopuchades\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\n<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Anterior\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Siguiente\"><\/button><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":336,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"5d7147ba-ce51-4fe3-9bf1-83d0442290ee\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":false,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":""},"categories":[1],"tags":[],"brand":[],"service":[],"industry":[],"partners":[],"blog-topic":[],"content-group":[],"class_list":["post-33064","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"yoast_head":"<!-- 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