What metrics would you use to evaluate Alaska Airlines's in-flight entertainment system?

Introduction

Evaluating Alaska Airlines's in-flight entertainment system requires a comprehensive approach to product success metrics. To address this challenge effectively, I'll follow a structured framework that covers core metrics, supporting indicators, and risk factors while considering all key stakeholders. This approach will help us gain a holistic understanding of the system's performance and impact.

Step 1

Product Context

Alaska Airlines's in-flight entertainment system is a digital platform that provides passengers with access to movies, TV shows, music, and potentially games or other interactive content during their flight. This system is crucial for enhancing the passenger experience and differentiating Alaska Airlines from competitors.

Key stakeholders include:

• Passengers: Seeking entertainment and comfort during their flight
• Flight attendants: Managing and troubleshooting the system
• Alaska Airlines management: Looking to improve customer satisfaction and loyalty
• Content providers: Supplying media for the system
• IT team: Maintaining and updating the system

User flow:

1. Passengers board the plane and locate their seat
2. They access the entertainment system through a seatback screen or personal device
3. Users browse content categories, select their desired entertainment, and enjoy

The in-flight entertainment system fits into Alaska Airlines' broader strategy of providing a superior travel experience and building brand loyalty. It competes with other airlines' offerings, as well as passengers' own devices and downloaded content.

In terms of product lifecycle, in-flight entertainment systems are in the maturity stage, with ongoing innovations in content delivery and user experience.

Software considerations:

• Platform: Likely a custom-built system integrated with the aircraft's infrastructure
• Integration points: Content management systems, payment processing for premium content
• Deployment model: Regular updates pushed during aircraft maintenance periods