106 Calm the Mobile Turbulence: An Alaska Airlines Flight Attendant Case Study

10:45 AM - 11:45 AM Wednesday, November 16



For a remote workforce such as flight attendants, who travel all over the country, eLearning is effective, necessary, and widely enjoyed. However, there are no computers on the airplane, which serves as their office. Due to the lifestyle of the work group, many do not have computers at home; this leads to a large percentage’s trying to complete non-mobile courses on their tablets or smartphones, causing a poor user experience.

In this session, you will learn how Alaska Airlines taught flight attendants about their devices on their devices, and you’ll learn about device operation, flight attendant apps, and compliance policies. Learn how Alaska leveraged a mobile ecosystem to push forth a test case for an all-mobile eLearning initiative, under a strict timeline and with much at stake, and the clever technology workarounds that were used to ensure a quality user experience in a short turnaround time.

In this session, you will learn:

  • How Alaska Airlines was able to quickly deliver an effective mobile training course to a remote work group with limited resources
  • Workarounds for mobile design, tracking, and deployment challenges
  • About mobile learning strategies and solutions that can be reproduced and adapted to other organizations
  • About user experience ideas that can engage a change-averse and tech-averse group of learners
  • Practical, quick solutions for rapid mobile development and deployment
  • How to promote change management with video content

Novice to advanced designers, developers, and project managers.

Technology discussed in this session:
Lectora Inspire, HTML5, web clips, Videoshop, PowerPoint, iPhone 6+, iOS, and Verint Survey software.

Click here for the session trailer

Leigh Shocki

Training Compliance Manager

Alaska Airlines

Leigh Shocki is a manager of compliance training programs for Alaska Airlines. She has spent her career designing, developing, and now managing training for airline employees in many areas of the operation such as airports, cargo, inflight, call centers, and management. An experienced Articulate Storyline developer and LMS administrator, Leigh designs and deploys eLearning, mobile learning, classroom, and blended learning courses to address the training needs of a diverse, international workforce.

Jennifer Sovey

Instructional Systems Designer II

Alaska Airlines

Jennifer Sovey is an instructional systems designer at Alaska Airlines, where she designs classroom and mobile learning courses for 4,000 flight attendants from six different bases, manages the probationary audit program, and even draws aviation-themed cartoons for the company website. She focuses on providing an engaging user experience to remove the barriers to technology. Jennifer started her career with Alaska as a flight attendant and has also worked as a content developer, supervisor, and later an instructional systems designer II for inflight training. She is a skilled developer in Articulate and Lectora, an LMS/web administrator, an illustrator, and an animator.

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