Case Study: Improving Operational Efficiency.
The situation.
JetBlue, as it continues to grow as a leading airline, recognized the need to improve supervisor behaviors and their relationship with Crewmembers to maintain high standards of customer service. To address this, JetBlue implemented ProHabits, a behavior change platform, to create a behavior change intervention and improve Crewmember perceptions of Supervisors within a short timeframe.
Our Approach
Utilize ProHabits' behavior change platform to shift supervisor behaviors and enhance their relationship with Crewmembers.
Engage supervisors through the ProHabits platform with carefully curated campaigns that focus on helping supervisors bring JetBlue’s values to life.
Measure and track supervisor participation, engagement, and completion rates to evaluate the effectiveness of the intervention.
Use engagement info to identify early adopters and habit champions among supervisors, allowing for internal recognition and likely champions for future changes.
Results
While completing ProHabits, engaged supervisors saw a 91% increase in leadership nominations.
72% of team members saw more frequent leadership behaviors from their leaders in at least one category.
Stories Shared
“I've had a more positive approach with my team members and my Team, by listening more and identifying areas of opportunity. Also reinforcing the positive first.”
— Supervisor
“By taking the goal and owning it for the day. Thinking about it through each action and continuing to reflect on it even after the day.”
— Supervisor
“ProHabits gives you a daily goal to inspire our front-line team members who face adversity on a daily basis.””
— Supervisor
Nudge
Supervisors are busy. Simple reminders can change the game. Common sense is not common action.
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