Cathay Pacific

Cathay Pacific needed create a single source of truth to connect all employees whether they are working from home, based in the outports, or connecting mid-flight. They needed a solution that would integrate across their IT technology stack and was modern in design and intuitive usability. 

Key project goals

• Replace legacy intranets that were no longer fit for purpose
• Provide a single source of truth for all employee
• Deliver a mobile-first approach to empower frontline teams
• Promote internal collaboration by connecting colleagues across the globe

Cathay Pacific’s workforce is mobile by design. Whether employees are working in the outports or serving customers in the air, the majority of the enterprise’s staff spends much of their day away from a desk. Employees are also operating across the globe, from corporate teams based in Cathay Pacific’s Hong Kong headquarters to colleagues who fly across the 190 destinations that the airline connects.

With so many employees fulfilling very different roles across diverse regions, Cathay Pacific wanted to leverage next-generation technology to unite its global workforce. Instead of merely upgrading their existing tools, leaders sought to reinvent digital experience at Cathay Pacific and create a single source of truth to connect all employees.

Relaunching The Hub, their intranet, emerged as a critical component of Cathay Pacific’s larger digital transformation journey. Previously, the enterprise utilized a custom-built platform to centralize employee information and resources. However, the solution caused several pain points, particularly for deskless users.

Most notably, employees found it difficult to receive notifications about shift changes and news updates and users weren’t able to modify or switch their schedules. Additionally, the legacy intranet suffered from an outdated design and a lack of integrations with Cathay Pacific’s business tools and systems.

Relaunching The Hub, their intranet, was a critical component of Cathay Pacific’s larger digital transformation journey.

The Solution

The enterprise sought to partner with a provider to create a user-centric experience for all employees. When searching for a vendor, Cathay Pacific prioritized solutions that would include integrations with their roster system, a fully responsive mobile functionality, and extensive personalization to make employees feel recognized and valued. An array of configuration capabilities and a well-honed track record with enterprise clients secured Unily as Cathay Pacific’s vendor of choice for their intranet relaunch.

Cathay Pacific set out to launch a robust platform that would reach employees across the globe and change how the enterprise connects with its people. To maximize the impact of their solution and cultivate an authentic connection with frontline employees, mobile accessibility and an intuitive user experience were deemed top priorities.

#1. Replace legacy intranets that were out of date and no longer fit for purpose

#2. Provide a single source of truth for all Cathay Pacific employees

#3. Allow employees to access key information, news, policies, and documents quickly and easily

#4. Deliver a mobile-first approach to empower remote employees who don’t sit behind a desk but are on an aircraft, at the airport, or supporting customers on the phone or behind-the-scenes

#5. Serve the unique needs of various targeted audiences and connect users to specific information and tools to help them do their jobs

#6. Foster internal collaboration and cultivate authentic connections with workmates regardless of department, location, or device

Historical Intranet Homepage

New Homepage

An ambitious approach to mobile

For an enterprise that is always on-the-go, mobile functionality can’t afford to be an afterthought.
Given that 40% of Cathay Pacific’s employees use their smartphones as their primary device, mobile optimization was essential. The Hub includes a fully mobile responsive site along with a mobile application that makes it easy for cabin crew to access the intranet, connect with their colleagues, and utilize the tools they need within Cathay Pacific’s network seamlessly.

To take mobile experience to the next level, Cathay Pacific introduced an integration with their in-house roster system. This enables cabin crew to view their schedule for the week ahead, straight from the intranet’s homepage. With the mobile app, frontline employees can receive notifications when there are changes to their schedule, which they can then view and accept. Single Sign On means that users don’t need to worry about login credentials; instead, they’re immediately directed to the changes they need to see to keep Cathay Pacific running at full speed.

Creating personalized experiences for all

With employees working across so many different roles and regions, a one-size fits-all solution would never suffice. To maximize digital satisfaction levels and ensure content proves relevant to every end-user, personalization and content targeting were given top priority.

The homepage exemplifies Cathay Pacific’s ongoing commitment to creating digital experiences that are tailored to specific users. There are eight different versions of The Hub’s homepage to satisfy the diverse needs of the company’s different user groups.

The version for inflight service teams functions like a dashboard of important features and links, with a message inbox for quick communications that are best suited for on-the-go employees. In contrast, the homepage for the central office features more of the latest news and business updates as well as links to the resources that are popular amongst employees in this group, including the company event calendar.

Supporting employees throughout their journey

One of the aims in relaunching The Hub was to make Cathay Pacific’s 26k-strong workforce feel like one close-knit family. For end-to-end support throughout the entire employee lifecycle, Cathay Pacific’s Internal Communications team introduced My Cathay. This resource guides employees throughout their journey with the organization, from first arrival to retirement.

My Cathay eliminates the need to sift through pages of an HR subsite to find simple information on benefits, development opportunities, and HR processes. Instead, My Cathay serves as a centralized location where content can be found under meaningful topics. This resource is particularly essential for new employees, who can navigate to the “Welcome” section for guidance during their first few weeks.

If employees are having difficulty finding the HR information they are looking for, they can turn to Hana. The new chatbot points users to the resources they are searching for and provides answers to employees’ most pressing questions. From off-boarding to flexible working arrangements, Hana is designed to help guide users throughout their time at Cathay Pacific.

Bringing a culture of exploration to life

A passion for exploration is a key component of Cathay Pacific’s DNA. To cultivate a shared enthusiasm for adventure, leaders opted to launch Footprints, a travel blog hosted on The Hub. Every employee is encouraged to share stories of their latest journeys, including favorite restaurants, must-see destinations, and breath-taking views.

Footprints, an internal travel blog, encourages employees to share their personal experiences enhancing connection outside of day-to-day work.

In addition to posting their own user-generated content, Cathay Pacific employees can participate in the photo competitions that take place on Footprints. These friendly contests give employees a window into their colleagues’ worlds and encourage users to connect over their shared passion for exploration. Footprint’s audience is comprised of more than 50% frontline employees who not only read content, but also create and publish their own stories to an audience of their peers.