Objective:
Develop a system that enables deaf or hard-of-hearing passengers to communicate their needs before, during, and after their flights, enhancing their travel experience and ensuring accessibility.
Roles and Responsibilities:
- Innovation and Concept Development: Led the conceptualization of integrating Sorenson's translation services into JetBlue's in-flight systems, focusing on cultural and social inclusion.
- Strategic Planning: Outlined the implementation strategy for technology integration, ensuring compatibility with existing in-flight entertainment and service systems.
- Stakeholder Engagement: Coordinated between JetBlue and Sorenson's technical teams to define project scope, objectives, and deliverables, ensuring alignment with both companies' operational standards and customer service goals.
- Accessibility Consulting: Engaged with accessibility experts and community representatives to tailor the service to the real needs of deaf and hard-of-hearing passengers.
- Marketing and Communication Strategy: Developed internal and external communication plans to promote the collaboration's benefits to stakeholders and customers, highlighting JetBlue's commitment to accessibility and customer service excellence.
Achievements:
- Successfully launched a pilot program on selected JetBlue flights, receiving positive feedback from passengers and crew.
- Enhanced JetBlue's brand reputation as a leader in customer service and accessibility within the airline industry.
- Contributed to a significant improvement in service accessibility, meeting federal and international standards for passenger rights and services for disabled individuals.
