British Airways: The Mood Blanket

This case study demonstrates how British Airways used a blanket that can sense a passenger's mood state to both inform changes to its in-flight experience and visually demonstrate the impact its changes have made.

British Airways: The Mood Blanket

OgilvyOne UK

Campaign overview

British Airways has made hundreds of refinements to its onboard experience with the aim to improve passenger wellbeing. Now it wanted to find a way both to measure the improvements and to demonstrate the positive experience of flying British Airways to its customers and prospects. By tracking and revealing customers' mood states throughout their journey, British Airways presented ingenious visual proof of happier, more relaxed passengers. The Mood Blanket generated huge attention and debate as well as unprecedented data for BA to use to develop further enhancements to customer experience.

Strategy...

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