Qantas is always looking for new ways to improve their products and services. The purchase domain was looking at ways to improve the customer experience for Managing your Booking focusing in Seat Selection, Baggage & Payments with the goal to create it a seamless customer-centric experience.



Because certain aspects of the products and services affect other business units, it is vital to communicate our in-depth customer research insights and unmet needs to a variety of stakeholders, SME's ensured a clear understanding of the problem space, challenges and constraints plus allowed our team to gain a broader perspective from their point of view. With these insights, we imagine the best concepts, design in order to test  concepts, with the potential to embed a new or improved service across multiple domains.


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