K
Kristin de la Fuente
Refreshing the Qantas trip itinerary to contextually guide customers throughout their journey.
The Contextual Utility team was formed to refresh the trip itinerary experience within the Qantas travel app. With utility at the forefront, the goal was to contextually guide customers throughout their journey and provide a more scalable solution for all travel booking needs across accomodation, car hire, entertainment and beyond.
Services
User Research
User Experience
User Interface
Client
Qantas
Year
2020
Our challenge was to show bookings so that they provide a more useful and engaging view of a customer’s overall trip. Communicate depart and return dates so we can provide better contextual guidance, add more than just a QF flight and make it easier to share and manage trips with third parties.
Our approach was highly collaborative, where we had to adapt and change quickly as new information was uncovered. It involved an initial strategy sprint to envision the future state, a series of workshops to understand the feasibility, then scoping and prioritisation into agile design sprints. We tested and refined in the cycles over months.
Our travellers
A solution that contextually guides you every step of the way.
We designed an experience that delighted customers for its utility and function.
With a travel-first approach, we focused on surfacing the right information at the right time so that customers like William and Denise felt in control and guided throughout their seamless journey.
Impact
The Beta experience was to go live as a toggle experience within the travel app, where we were going to test and gather feedback with a controlled group of testers.
