Monday, August 21, 2006

Acceptance of Innovation Takes Time

It takes consistency and patience to get good ideas off the ground...

"This past week Boeing cancelled its in plane internet connection services, called Connexion. The service has been in development for six years, but only in limited service for about 18 months. Boeing stated it did not get the acceptance and use of the service it expected. While Boeing was using satellites, which produce solid quality, its competitors are using less expansive and more fickle cellular approaches.
Acceptance Takes Consistency and Ubiquity

If I remember right it was only two or three airline carriers (Luftunsa) that had this service only on some of their planes. The people who I knew who used Boeing's services on airlines loved it, but they were never sure if the plane they were flying on would have access. This lack of consistency lowered the expectations of those who loved the service. These early adopters were reluctant to encourage others as the service may not be available. There are many people that want this type of service and to the level of bullet-proof service Boeing provided.

Air travel (like many others in the service industry) is an industry that is build around habits. Heavy travelers all have very set patterns and even well patterned alternate habits. They have certain airlines they fly (affinity programs encourage this), what airlines they use, hotels, and rental car they depend upon. The big mantra is no surprises and consistency. Packing their travel bags and gear with expectations of that they will need, with a big nod to what will not be needed so it is not packed (lighter travel is better than heavy travel). Depending on internet connection on the plane for many was not consistent and could not planned around."   (Continued via vanderwal)   [Usability Resources]

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