User testing evaluation
Qantas – Where Can I Go

Qantas Airways

UX and UI design along human centred and design thinking principles for one of Australia's largest online retail platforms. Projects consist of product launches and redesigns as well as continuous optimisation of existing products to book flights, seats, baggage, insurance and cars, other revenue drivers like Manage Your Booking, Where Can I Go as well as Payment and innovations.

UX and UI design activity

  • Research

    Desktop reearch, interviews, qualitative and quantitave

  • Analysis and evaluation

    Quantitative and qualitative

  • Ideation

    Individually, in teams and workshops

  • Prototyping

    Rapid and high fidelity

  • User testing

    Mapping, writing, reviewing and cross checking of user stories

  • Wireframe and user flows

    Structuring information and interaction

  • Optimisation

    Continuous AB- and Multi Variant testing

  • User stories

    Mapping sessions, writing, reviewing and cross checking

  • Quality assurance

    UI and UX

  • Hands on design and design direction

    Core tools: Sketch, Invision, Zeplin

Initiative and proactive activity

  • Qantas Design System

    Initiative core team member – research, testing and suport

  • Audit and design library creation

    Based on atomic design principles

  • Vendor review and testing

    Research and test of multiple vendor solutions

  • Hackathons

    Partaking and supporting AWS-sponsored and other hakathons


Booking Engine

▪     Search Filters
▪     Persistent Shopping Cart
▪     Fare Watch
▪     Repeat Trip
▪     Facebook Bot
▪     Preferred Seating
▪     Baggage Information
▪     Continiuous optimisation (MVT/AB)


▪     Dynamic currency conversion
▪     Global currency conversion
▪     Split payment
▪     Gift card
▪     POC for an independent payment system

Where Can I Go and
Manage Your Booking

▪    Redesign of Manage Your Booking
▪    Instant flight search results
▪    Rich media integration

Case study


Observation at the airport surfaced that customers are confused about their baggage allowance, epecially for infants, children and various Qantas Frequent Flyer tiers.


Optimise the baggage information page in order to reduce Qantas call centre and ground staff engagement by customers.


Customer interviews were conducted, quantitative data collated as well as competing airlines reviewed.
User testing evaluation


Data from customer interviews and analysis of NPS verbatim was synthesised and trends established. This formed the basis for hypotheses, such as, that we believed, that providing only baggage information for passenger types in a booking, would reduce the dwell time on the baggage information page. Hypotheses were validated with customers at the airport using simple stimuli.
User testing evaluation


Crazy 8s sketching sessions and brainstorms with other designers and business stakeholders led to many ideas to further explore and refine.
User testing evaluation

User testing

Initial design ideas were prototyped and tested with customers at Sydney domestic and international airport.
User testing evaluation


Test results were analysed and deltas revised, before high fidelity prototypes were created. Usability was tested in more detail through additional guerilla tests at the airports.
User testing evaluation

High fidelity UI design

The user interface was rolled out across major breakpoints, adhering to accessibility standards. Individual screens were designed to user story scenarios, before they were shared with developers via Zeplin. Developers' questions were discussed in Jira and weekly video conferences.
User testing evaluation

Quality assurance

User experience and interface were reviewed and corrected as the build was submitted to various test environments.
User testing evaluation