Client: Qantas Airlines
Role: Experience Design Director
Methods: Design sprints, contextual inquiry, prototyping, design thinking

PROBLEM

The Qantas brand was dated, desktop and mobile were separately maintained, and the experience was difficult to navigate. 

SOLUTIONS

I led a team of 5 designers to undertake a complete responsive redesign with an updated brand, and a customer-centric experience. Together, we created a new IA with content strategy, and updated interaction models.

THE PROCESS

I compiled every design thinking method we used into a playbook. In-house designers can now reference our process to quickly find solutions.

I also created a design sprint process for Qantas staff and consultants to utilize. You can read more about it in my Medium story.

Workshops

I facilitated team workshops where we collaboratively solved the most pressing stories in our release roadmap. In these workshops we would review data extracted from customer service calls, insights we found in journey mapping exercises, and discuss plans for usability tests at the airport.

usability Tests

I organized the team around weekly visits to the airport. There we would test our prototypes, run our surveys, and generally converse with the customers we were trying to serve. I made sure that engineers, product owners, and anyone who wanted to attend were welcomed to these sessions.

We designed from the inside out, starting with user inputs.  Everything that worked in our regular validation sessions, was compiled into an online style guide.

THE WORK

Booking flights, browsing deals, and finding inspiration is now easier than ever for the customer on any device.

THE TEAM

Lee Gordon, UX Design Director
Kim McGuire, Lead UX Architect
Tony Dolan, Design Director
Emma Lundgren, UX Architect
Nick White, Designer