Tag: Internet of Things

WestJet Flight Light

WestJet creates a small device with a big emotional job. WestJet Flight Light is a nightlight that uses live flight data to project a parent’s WestJet flight path onto a child’s bedroom ceiling, turning the wait into a visual, interactive countdown of hours and minutes until the parent returns.

In airlines and other service businesses, more brands move beyond selling a product and start designing convenience services that drive repeat usage and loyalty by solving real-life friction.

By convenience services, I mean a branded layer that uses operational data to make a recurring job easier for the customer.

Here, the friction is business travel. WestJet wants frequent travellers to pursue work opportunities without losing connection with the people waiting at home. Flight Light makes the journey feel present. Not abstract.

Why the concept works

The power is not the hardware. It is the experience design. A child’s instinct is to count down. Flight Light makes that countdown tangible and playful by projecting the route in the place where bedtime routines already happen, which turns waiting into anticipation.

Extractable takeaway: If you can turn operational data into a repeatable ritual in the customer’s real environment, you create loyalty that feels like care, not marketing.

The service logic

This is a brand service that behaves like a product. A brand service is a repeatable utility that makes the brand part of a real-life routine. Live flight data becomes a family connection layer. The airline becomes part of the at-home story, not just the transport provider.

The real question is whether your operational data can earn a role in the customer’s routines, not just inside your app.

Brands should treat data as experience material when it reduces anxiety or effort in a moment that already exists in the customer’s life.

Beta-testing and what it signals

WestJet says a prototype of Flight Light exists, with beta testing scheduled to begin later this year. That is the bridge between a cute concept and something that can be operated, supported, and scaled.

Borrowable moves from Flight Light

  • Start with a real-life routine. Bedtime already has attention and emotion. Place the experience there.
  • Use operational data as story material. Flight status becomes a shared narrative the family can follow.
  • Make the countdown visible. Turn “when are you home?” into a simple, comforting visual progression.
  • Design for repeat trips. The value compounds when the service works the same way every time the parent travels.

A few fast answers before you act

What is WestJet Flight Light?

A nightlight concept that uses live WestJet flight data to project a parent’s flight path onto a child’s bedroom ceiling as an interactive countdown to their return.

Who is it designed for?

Business travellers and frequent flyers with families, especially parents who travel regularly for work.

What is the core experience design move?

It turns live flight status data into a comforting, visible bedtime ritual that makes the trip home feel real and close.

What problem is it solving?

It reduces the emotional friction of business travel by making a parent’s trip home visible and countable during a child’s bedtime routine, instead of feeling distant and abstract.

Why is it a brand service, not just a gadget?

The value comes from turning live flight data into an at-home experience a family can reuse on every trip. The nightlight is the interface. The service is the connection layer.

Volvo Concierge Services

Volvo is actively experimenting with moving beyond simply building and selling cars. With Volvo Keyless Cars and Volvo In-Car Delivery, the direction is clear. Build a service layer around the vehicle. Volvo’s latest effort creates a concierge-style service ecosystem that gives customers access to third-party service providers who can remotely refuel the car, run a car wash, handle servicing, and more. Here, “concierge” means services happen while the car is parked, without the owner being present.

The heart of Volvo Concierge Services is the digital key. A one-time-use, location- and time-specific key that gives an approved service provider access to the vehicle. That matters because it keeps the car secure and removes the need for the owner to meet someone and physically hand over keys. Whether the supplier is a refuelling company, a valet parking attendant, or Volvo itself for maintenance, the provider uses an app to remotely unlock the car and allow the engine to turn on.

The Volvo Concierge Services are currently being tested in the San Francisco Bay Area with owners of the new Volvo XC90 SUVs and S90 sedans.

The digital key is the unlock. The services are the business model

This is not just about convenience. It is a structural shift. Once access becomes software, it can be controlled precisely. Who gets access. For how long. Where. For what purpose. Because access can be time-bound, location-bound, and single-use, you can reduce handover friction without opening the vehicle to broad, persistent access. That is the foundation you need to turn a connected car into a platform for partners and post-sale services.

In connected-car programs, the hardest step is making third-party access both permissioned and low-friction for owners.

The real question is whether you treat the digital key as a convenience feature, or as the control plane for a partner service layer.

Why “remote access without handover” changes behaviour

Traditional servicing and add-on services create friction. Scheduling. Meeting. Waiting. Key logistics. Concierge Services reduces that friction by making the car addressable when it is parked, and by making access safe enough to involve third parties.

Extractable takeaway: If you can grant narrowly scoped, auditable access without coordination, a parked asset becomes an addressable surface for services.

What to pressure-test before you scale a service ecosystem

  • Trust and governance. Who qualifies as an approved provider. What is logged. What can be revoked instantly.
  • Edge cases. What happens if something goes wrong mid-service. What support paths exist for customer and provider.
  • Consistency of experience. If third-party services vary in quality, the brand still owns the perception.
  • Security by design. One-time, time-bound, location-bound access is powerful. It has to be implemented rigorously.

A few fast answers before you act

What is Volvo Concierge Services?

A service ecosystem around Volvo cars that enables approved third-party providers to refuel, wash, service, and handle other tasks with controlled remote access to the vehicle.

What enables the service providers to access the car?

A one-time-use, location- and time-specific digital key that unlocks the vehicle through an app without physical key handover.

Where is it being tested?

The service is being tested in the San Francisco Bay Area, with owners of Volvo XC90 SUVs and S90 sedans.

What is the core strategic takeaway?

When access becomes software, the car can support a partner service layer that keeps creating value after purchase.

Coca-Cola Wish in a Bottle

At Coca-Cola Summer Love 2015, a camp-like teen event held each year in Ganei Huga, Israel, Coca-Cola creates a moment that feels like magic. A teenager opens a special bottle, and a shooting star appears in the sky.

The mechanism is built into the packaging. Working with Gefen Team and Qdigital, Coca-Cola equips special bottles so that opening one sends a Wi-Fi signal to one of three drones. The selected drone flies up to around 1,000 feet and releases a firework that resembles a shooting star.

In live brand experiences for consumer brands, connected packaging works best when the trigger and the payoff happen in the same moment and the same place.

Why this is more than a stunt

This is a clean example of connected packaging used as an experience trigger. Here, “connected packaging” means the pack can detect a real action and trigger a response beyond the product itself. The bottle is not a container for a message. It is the switch that activates the experience. That makes the brand action feel causal and personal, because the spectacle happens at the exact moment of interaction. Connected packaging is worth doing when the payoff is instantly visible. The real question is whether the product can trigger a moment people would still want to share without needing an explanation.

Extractable takeaway: If you want a tech-enabled brand moment to feel personal, put the trigger in a familiar gesture and make the consequence show up immediately in the environment.

The pattern to steal

  • Put the trigger in the product. The experience starts when the customer does something real, not when they scan a poster.
  • Make the payoff visible. A shooting star in the sky is instantly understood, even without explanation.
  • Design for shared proof. Spectacle that happens above a crowd is naturally recorded, talked about, and replayed.

A few fast answers before you act

What is Coca-Cola “Wish in a Bottle”?

A Coca-Cola Israel activation where opening specially made bottles triggers drones to launch fireworks that resemble shooting stars.

Where does it take place?

During Coca-Cola Summer Love 2015, a teen event held in Ganei Huga, Israel.

How does the trigger work?

Opening a bottle sends a Wi-Fi signal to one of three drones, which then flies up and releases a shooting-star-style firework.

What is the core experience design idea?

Use connected packaging to turn a normal consumption moment into a visible, shareable experience that feels personally triggered.

Why does it feel personal instead of promotional?

The spectacle happens exactly when someone opens the bottle, so the crowd reads it as a consequence of a real action, not a timed show.

When is connected packaging the wrong approach?

If the trigger is unreliable or the payoff is delayed, invisible, or hard to explain, the tech becomes a distraction instead of a meaningfully triggered moment.