Redesign of Qantas’ Manage Your Booking platform
Background
Customers to date manage their bookings using a promotion-overloaded experience, which is inconsistent across mobile devices and desktop.
The challenge
- Create a useful servicing experience for customers and improve click through to ancillary products.
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Increase conversion of adding paid baggage and seats from existing flight bookings.
Discovery
Kick-off workshops helped understand requirements and technical limitations. Data of the existing Manage Your Booking experience was synthesised with data from customer interviews. Competitive and comparative research was conducted.
Hypotheses
We believed when:
- We make information trip contextual, then customers will find relevant information quicker.
- Booking a rental car is promoted contextual to a trip, then conversion of car hire will increase.
Definition
Customer value and goals were defined for a phased release of the product. The MVP included flight information only and was initially released to passengers whose flights were disrupted.
Ideation
Sketching sessions led to multiple potential approaches. The ones with most votes were:
- Simplify complex information
- Serve a trip in a time contextual manor
- Archive parts of the trip that are in the past.
Wireframing and prototyping
Sketches were refined to wireframes and prototyped to receive initial customer feedback.
User testing
Participants in guerrilla tests at Sydney airport were asked to perform a variety of tasks. Hypotheses were validated and test results analysed and played back to the team.
Delivery
User interface designs were created to include all use cases, for 3 breakpoints, according to AA accessibility standards
