Qantas Business Rewards
June 2016 - Present
Senior experience designer
Encouraging loyalty with user-centred rewards
Qantas’ loyalty program for small-medium businesses was transformed and relaunched, aimed at earning new business customers and rewarding existing business customers in a way that was easy, engaging and truly valued. syfte were engaged to research the needs of business customers, develop a vision and roadmap, and deliver a phased UX approach.
We established a weekly cycle of user engagement to embed research, concept and usability testing in every sprint. Research took place at the airport and in businesses to gather face-to-face and contextual input, and define an efficient approach to remote research and testing.
We distributed weekly user research and testing results to build on past learnings, and evolved personas that were created during Discovery. We defined a user-driven information architecture and crafted user flows that reflect the multitude of Qantas touchpoints. We continue to be a trusted partner of Qantas and Qantas Loyalty.