In my three years at Air New Zealand, I conducted UX strategy, research and design for a wide-range of digital customer products such as global websites, digital travel retail, digital marketing communications, Grabaseat mobile app, flights delays/disruption and the Oscar AI chatbot. I also had the opportunity to design and facilitate numerous co-design workshops to create digital experience visions for operational staff, such as Air NZ's 3000 cabin crew and 1000 aircraft engineering crew.
The role allowed me to develop my skill-set as a UX practitioner, by understanding how to apply design methodology, frameworks and processes to different business situation. In each project, I spent time and energy on understanding the context and environments the various teams operated in and the challenges they faced. This guided greater understanding of how design could possibly help teams to visualise a more ideal experience for their intended users (whether it be customer or operational crew).
I found many projects at Air New Zealand incredibly rewarding, mainly because it allowed me to join teams I would have otherwise never had the opportunity to interact with. From cabin crew to aircraft engineers, contact centre to koru lounge staff, commercial sales to Airpoints loyalty marketers. Each project presented unique situations for me to learn about the fundamentals of each Air New Zealand unit, and seek to provide the best possible user-centered solutions to their problems.
Air New Zealand
Senior UX Strategist
Innovation UX Designer
Apr 2016 – Mar 2019