Qatar Airways IFEC Transformation Customers
Target Customer Segments
Target Customer:
Persona
Amira Khalid
Demographics
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Age
35
Gender
Female
Location
Doha, Qatar
Education Level
Master’s Degree in Business Management
Income Range
$70,000 - $100,000
Family Status
Single, living in an urban setting
Professional / personal background
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Occupation & Industry
Marketing Manager for a global consumer electronics company
Work Environment
Office-based but travels regularly for work
Personal Background
Loves exploring new destinations, enjoys trying different cuisines, and values high-quality experiences.
Behavioural traits
Daily Routine
Checks emails and social media in the morning, heads to work, attends presentations, and unwinds with her favourite podcasts or movies.
Technology Usage
- Highly tech-savvy
- Uses streaming and productivity apps consistently
- Frequently books flights and accommodations online
Buying Behavior
Prefers convenient online purchases, values loyalty programs, and seeks premium services for business trips.
Media Consumption
- Active on Instagram and LinkedIn
- Reads travel blogs and business news
- Watches YouTube reviews for premium services
Goals & motivations
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Primary Goals
To balance a seamless business travel experience with moments of personal luxury and comfort.
Personal & Professional Aspirations
Wants to explore more cultural destinations while maintaining a strong professional image in her field.
What Drives Them?
Efficiency, quality experiences, and the ability to connect personally and professionally during travel.
Challenges & pain points
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Problems They Face
- Limited connectivity on long-haul flights
- Fragmented inflight services
- Lack of cohesive loyalty benefits across partner airlines
Barriers to Adoption
Concerns around the learning curve and perceived additional costs of premium inflight features.
Common Complaints
“The inflight entertainment system is outdated” and “Wi-Fi connectivity is unreliable.”
Deceision making process
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How They Discover Products/Services
Via curated online travel itineraries, airline apps, and recommendations from colleagues or industry events.
Who Influences Them?
- Social media influencers
- Work colleagues
- Travel review websites
Key Concerns Before Purchase
Service reliability, accessibility of onboard features, and integration with loyalty partners.
Preferred Communication Channels
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Where They Engage Most
- Instagram for visual experiences
- Airline apps for journey management
- LinkedIn for professional reputation and interactions
Preferred Brands & Influences
Admires brands like Emirates, Four Seasons Hotels, and Apple for their premium and integrated experiences.
Tone & Style of Communication
Concise, elegant, and solution-driven with a touch of sophistication.
Empathy Map
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What They Think & Feel
What They Think & Feel
Amira Khalid, as a marketing manager and frequent traveller, has a distinctive set of internal thoughts and emotions driven by her dynamic lifestyle and professional aspirations.
- Strives to maintain a balance between efficiency and enjoying premium luxury during her travels.
- Feels frustrated when fragmented airline services mar her seamless travel expectations.
- Worries about staying connected during long-haul flights to manage work efficiently.
- Aspires to explore cultural travel destinations while preserving her professional momentum.
- Values experiences that offer exclusivity, personalisation, and cutting-edge technology.
What They Say & Do
What They Say & Do
Amira’s conversations and behaviours showcase her preference for efficiency and high standards, from her professional demeanour to her travel choices.
- Frequently talks about the need for better travel connectivity and personalisation.
- Prioritises premium products and services that align with her taste for luxury.
- Actively provides feedback on airline apps and onboard services.
- Shows an affinity for modern and technologically advanced service platforms.
- Shares travel experiences on Instagram and engages on LinkedIn by discussing industry trends.
What They Hear
What They Hear
Amira is influenced by her professional network, digital channels, and customer opinions, which shape her expectations for travel experiences.
- Colleagues often share recommendations for airlines and travel services emphasising reliability and luxury.
- Friends highlight their experiences with premium services and loyalty benefits.
- Social media influencers promote seamless and stylish travel experiences that align with her aspirations.
- Industry events feature discussions on new travel technology trends and efficiencies.
- Gathers insights from travel reviews and blogs highlighting top-tier services and destinations.
What They See
What They See
Amira is constantly exposed to an environment filled with premium and innovative travel options, often comparing competitors and observing trends.
- Sees competitors like Emirates and Singapore Airlines offering cutting-edge IFEC systems.
- Notices innovative premium services advertised by travel brands digitally.
- Explores curated travel itineraries and customisation tools from luxury travel brands.
- Keeps an eye on the latest trends in business travel products and connected cabins.
- Encounters advertisements for in-flight commerce, loyalty benefits, and digital ecosystems tailored to premium travellers.
Customer Pains
Pains
Amira faces common frustrations that arise from working and travelling frequently across diverse environments.
- Feels frustrated by unreliable inflight Wi-Fi, especially on long-haul flights.
- Struggles with fragmented or outdated inflight entertainment systems.
- Wishes for better integration of loyalty benefits across airline partners.
- Faces challenges with inflight services failing to meet her productivity and comfort standards.
- Perceives premium inflight features as potentially costly or having a steep learning curve.
Customer Gains
Gains
Amira seeks tangible and intangible results through solutions that enhance her inflight and travel experiences.
- Desires a seamless, well-connected inflight experience that combines luxury and efficiency.
- Wants premium services such as content personalisation and personalised in-flight features.
- Prefers cohesive loyalty benefits that provide value across multiple partner airlines.
- Seeks ease of use and accessibility in all technological advancements onboard.
- Wants her interactions with airlines to reflect her professional tone and lifestyle demands, enhancing personal and professional aspirations.
Customer Journey Map
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Target Customer 2:
Persona
Demographics
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Professional / personal background
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Behavioural traits
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Goals & motivations
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Challenges & pain points
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Deceision making process
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Preferred Communication Channels
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Empathy Map
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What They Think & Feel
What They Say & Do
What They Hear
What They See
Customer Pains
Customer Gains
Customer Journey Map
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Target Customer:
Persona
Its time to talk to customer below is a basic outline so you can interview your competitors customers and ask them about your competitors pain and pleasure points.
Demographics
Its time to talk to customer below is a basic outline so you can interview your competitors customers and ask them about your competitors pain and pleasure points.
Professional / personal background
Its time to talk to customer below is a basic outline so you can interview your competitors customers and ask them about your competitors pain and pleasure points.
Behavioural traits
Its time to talk to customer below is a basic outline so you can interview your competitors customers and ask them about your competitors pain and pleasure points.
Goals & motivations
Its time to talk to customer below is a basic outline so you can interview your competitors customers and ask them about your competitors pain and pleasure points.
Challenges & pain points
Its time to talk to customer below is a basic outline so you can interview your competitors customers and ask them about your competitors pain and pleasure points.
Deceision making process
Its time to talk to customer below is a basic outline so you can interview your competitors customers and ask them about your competitors pain and pleasure points.
Preferred Communication Channels
Its time to talk to customer below is a basic outline so you can interview your competitors customers and ask them about your competitors pain and pleasure points.
Empathy Map
Its time to talk to customer below is a basic outline so you can interview your competitors customers and ask them about your competitors pain and pleasure points.
What They Think & Feel
What They Say & Do
What They Hear
What They See
Customer Pains
Customer Gains
Customer Journey Map
Its time to talk to customer below is a basic outline so you can interview your competitors customers and ask them about your competitors pain and pleasure points.
Or Would you like to Create Persona 3?
Create Persona Number 3, then you can create the Empathy Map and Customer Journey Map
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