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 on Seat Selection, Baggage & Payments with the goal to create it a seamless customer-centric experience.
As certain aspects of the products and services affect other business units (common in large-scale enterprises), 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 with the goal to validate internal assumptions, while looking at the challenges and constraints.
The outcome allowed our team to gain a broader perspective from their point of view. With these insights, we imagine the best concepts, design to test ideas, with the potential to embed a new or improved service across multiple domains.