Qantas

Connecting booking, loyalty, and service

Qantas had separate products for booking, loyalty, entertainment, and customer service. Customers saw one trip; the company managed it through several business units and product teams.

I led a team of designers and researchers working across the web and mobile experience.

Working across business units

Each part of the trip had different owners, priorities, and language. I ran workshops with senior stakeholders and mapped the journey from planning through the return home. This gave the teams a shared view of gaps, dependencies, and decisions that crossed business-unit boundaries.

What we designed

• A responsive booking flow designed for mobile rather than adapted from desktop.
• A common information structure across booking, service, and loyalty.
• Clearer ways to earn and use Frequent Flyer points while planning and managing a trip.
• A shared direction that separate product teams could use in their roadmaps.

My role

I set the UX direction, led the design and research team, ran stakeholder workshops, and worked across business units to keep the products connected.