Qantas Innovation Group Ventures continuously look to invest in and partner with early and growth stage technology companies who can leverage the Qantas Group's global footprint, expertise and unique assets to scale within Australia and globally, this opportunity was for a potential partnership.
Research was conducted identifying the target market segment. I proposed a lean evidence-based framework to target our strategy and sector likely to adopt the service, gain insight to run experiments, test and validate.
What I did
Lean Project Roadmap
Customer Engagement Strategy
Jobs To Be Done Framework
Designed Research Kits
Conducted Customer Interviews
Facilitated Ideation Workshops
Designed Service Blueprint
Concept, Ideation, and Storyboarding
Current SERVICE Experience
Speaking with the potential partner, I was able to map out current service experience before and after people enter into the system from a front and backstage (system) level, unveiling constraints and opportunities.
MAPPING THE FUTURE CX
With the stories (tasks or jobs to be done) gained from our customer insight interviews, I designed rapid flow diagrams into the potential experience from a solution touch-point perspective, involving multiple stakeholders to provide insight and feedback.
Collaborating to align teams and business units
The research and insights gathered from interviewing participants provided Qantas with the shared understanding of how ready the mature is on the service offering based on three key segments and what that looked like for now, tomorrow and the future for delivering a user-centred product offering.