Report to the Strategic Development Committee
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1 Report to the Strategic Development Committee Information on the Airports New Customer Mobile App and Demonstration July 2018
2 Purpose Staff will present an informational briefing to the Strategic Development Committee on the airports new Customer Mobile App and provide a demonstration of the Mobile App.
3 Worldwide Mobile App Statistics Share of Platform Time Spent by Age Desktop Smartphone App Smartphone Web Tablet App Tablet Web Number of Mobile App Downloads Worldwide 2016, 2107 and 2021 (billions) Total 34% 23% 31% 32% 50% 66% 54% 53% 7% 7% 7% 4% 7% 7% 8% 6% 2% 1% 1% 1% App downloads in billions % 79% 36% 48% 7% 7% 2% 34% 46% 7% 10% 3% Est. 53% 27% 6% 12% 3% Source: comscore Media Metrix Multi-Platform & Mobile Metrix, U.S. Age 18+, June
4 Mobile vs. Desktop and Online Search by Industry Desktop 48.7% Mobile & Tablet 51.3% FOOD & BEVERGE HEALTH SPORTS NEWS & MEDIA LIFE STYLE AUTOMOBILE RETAIL TRAVEL REAL ESTATE ENTERTAINMENT BANKING Mobile App needed to interact with customers and improve the travel experience 4
5 FlyReagan & FlyDulles FlyReagan FlyDulles Mobile exceeds desktop usage 5
6 DC Airports Mobile App 6
7 The Passenger Journey Planning/Booking Travel to Airport Airport Experience Travel to Destination Destination Experience Return 7
8 DC Airports App Features Website & Mobile App Flight status and flight search Shop & Dine Park & Transit Parking Reservations (DCA) Online Travel Booking Airport FAQs Customer Survey Customer comments via Contact Us How to connect to Wi-Fi Mobile App Only Save flight details along with preferences Push notifications to phone and smart watch Shop & Dine search by category or key word Duty Free Online Shopping Parking Reminder Parking reservation discount (DCA) Mobile passport (IAD) International US Embassy contacts Metro and Silver Line Express status Social Media Location Sharing 8
9 Unique Features on DC Airports App Online Travel Booking Parking Reservations & Discount (DCA) Push Notifications to phone and smart watch Duty Free Online Shopping International US Embassy Contacts Metro and Silver Line Express Status 9
10 Marketing Campaign promotion Airport websites & social media Airport and shuttle bus signage #FlyWashington - feature article DC Airports App 10
11 Marketing Campaign promotion: June 4 (343,856 s) June (201,698 s) June (517,413 s) Total sent: 1,062,967 Successful deliveries 98% Open Rate 32%* * Average Constant Contact open rate across all industries: 18%; Average open rate for Travel and Tourism: 16% 11
12 Website & Social Media Carousel image Landing pages on all sites Facebook/Instagram promotion Announcement video and bi-weekly #DidYouKnow promotion Instagram Story 12
13 Shuttle Bus Signage at Both Airports Column Wraps at IAD 13
14 Visual Paging at IAD Wall displays at IAD 14
15 Terminal A at DCA Baggage Claim at DCA 15
16 Mobile App Launch & Post Launch Stats Full Release on itunes Store and Google Play (May 25, 2018) Over 20,000 people viewed the App Total Installs: 8,244 as of July 8 (44 days) Apple: 6,554 Android: 1,690 Users in the United States, Canada, United Kingdom, Germany, France, India, Spain and Mexico Daily Average Installs:
17 Mobile App Analytics Customer App Usage and Customer Preferences Analyze data to: Improve mobile app features Enhance the customer experience Identify revenue opportunities 17
18 Mobile App Demo
19 Flight Push Notification on Mobile Device Flight Push Notification on Smart Watch 19
20 Phase II Features Internal Navigation (Wayfinding) Wayfinding Local Events Food & Retail Ordering Flight Boarding Time Reminder Events Calendar 20
21 Phase III Features Monetization Elements using CRM Integration (Advertisements/Coupons) Wayfinding/iBeacon/Coupon Emergency Messaging Beacons Integrations Contextual Information Emergency Messaging IAD 1m ago For safety, please proceed to Gate 10 Slide to view 21
22
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