Success story · Aerospace & defence

Airbus guides its employees and measures the adoption of its applications.

Q: Does K-NOW replace training at Airbus?

No. Training stays in place.K-NOWtakes over inside the application, at the moment an employee gets stuck on a step, with content suited to their role and their region.

In a multi-country, multi-role and multi-application environment, K-NOW puts the help on the screen. K-VALUE then measures what users actually do, to prioritise improvements.

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kSTEP 1 / 3Open the change request.

kSTEP 2 / 3Fill in the technical reason.kSTEP 3 / 3Send it for approval.

K-NOW

Step-by-step guidance

Handle a change request

K-VALUE

Measure adoption

Follow an adoption journey

Spot a point of friction

K-NOWguidance built into the business applications

K-VALUEmeasurement of usage and adoption

Internationalmulti-country, multi-role, multi-application

The context

An international application ecosystem serving complex trades.

Airbus operates in an international environment where employees use many business applications, with different realities depending on the country, the role and the profile. The right information has to reach the right moment, for very varied populations.

The blind spot

Without measurement, you improve blindly.

You know an application has been rolled out, not whether it is really used, nor where users drop off. Self-reported feedback does not say on which screen the journey stops.

The application is rolled outUsers are supported in it.

Feedback comes backIt is partial and self-reported.

The step that blocksKnowing where to act first.

The scope

What the deployment covers.

Airbus business applications

International environment, multi-country and multi-role

In production

The solution

Guide on the screen, then measure what happens there.

K-NOW works directly in the working environment: targeted messages, contextual help and step-by-step guidance, triggered by screen, action, profile or region. The collaboration then extended to K-VALUE, to put facts behind usage.

Contextual help

Messages, notifications and useful information appear on the relevant screen.

Step-by-step guidance

Journeys are supported step by step, depending on the process and the profile.

Fine-grained targeting

The content is triggered by application, profile, role or region.

Adoption measurement

K-VALUE provides dashboards, journeys and indicators to steer adoption.

kSTEP 1 / 3Open the change request.

kSTEP 2 / 3Fill in the technical reason.kSTEP 3 / 3Send it for approval.

K-NOW

Step-by-step guidance

Handle a change request

K-VALUE

Measure adoption

Follow an adoption journey

Spot a point of friction

The results

Day-to-day support, and a shared reading of adoption.

Easier uptake

Users are supported in their tasks, without leaving their application.

Information at the right moment

Messages appear when they are useful, according to the user’s context.

Fewer errors and fewer requests

The guidance secures the sensitive steps and reduces recourse to external support.

Autonomous teams

The Airbus teams create, update and target the content as close as possible to business needs.

The solutions deployed

The solutions deployed.

K-NOWDigital adoption platform

Supporting users at the heart of their applications.

K-NOW overlays step-by-step guidance, contextual help and targeted messages on the applications already in place, without modifying the application itself.

Discover K-NOW→

Step-by-step guidance inside the application
Contextual help and messages
Targeting by application, profile, role or region
Quick updates when things change

K-VALUEDigital adoption analytics

Measuring usage to steer adoption.

K-VALUE provides dashboards, journeys and adoption indicators to put facts behind usage, spot points of friction and prioritise improvements.

Discover K-VALUE→

Adoption dashboards
Reconstructed user journeys
Indicators based on observed usage
A shared reading between product and decision-makers

Frequently asked questions

What we are asked about this deployment.

Does K-NOW replace training at Airbus?

No. Training stays in place. K-NOW takes over inside the application, at the moment an employee gets stuck on a step, with content suited to their role and their region.

Which applications are covered?

In production:the Airbus business applications, in an international, multi-country and multi-role environment.

What does K-VALUE add compared with K-NOW?

K-NOW supports the user on the screen. K-VALUE measures what happens there: dashboards, journeys and adoption indicators, to spot friction and prioritise improvements on observed rather than reported usage.

Who creates the support content?

The Airbus teams. They create, update and target the K-NOW content as close as possible to business needs, and refresh the help whenever functionality changes.

They trust us