Airport Operations Mobility

Ground staff at the airport had no mobile tools or real-time information to help them serve customers more effectively. I led a two-phase research and design programme - running bespoke day-in-the-life workshops with different staff groups, then combining research with technical constraints to define a prioritised feature set and build a business case that secured executive approval.

Self Service Check-in

Air New Zealand was one of the first airlines to offer airport self service. This work built upon this, offering a consistent customer experience that reduced operational issues and risk for staff. As customers are required to complete a number of physical and digital actions to complete the process, it required a number of rounds of testing and research.

Real Estate CX/UX Transformation

A major UAE-based real estate client needed to transform both their customer and employee experience as part of a significant regional expansion. I led UX through a compressed proof-of-concept phase - mapping current and future state journeys, building prototypes, and presenting the CX/EX vision directly to client leadership in Dubai. Design played a unifying role across Salesforce, technical, BA, and commercial workstreams.

Future Aircraft Cabin Experience

I was involved in a multi-year programme of work to design the future cabin experience for incoming Boeing 787 aircraft. While the airline industry is heavily regulated and often waterfall in nature, this team sought to be design-led wherever possible, involving customers at every step, utilising scale cabin mockups and coded prototypes.

Employee Experience Transformation

A multinational electronics manufacturer needed to transform their employee experience through a new digital platform - moving from current state to a funded executive vision in eight weeks. I led the experience strategy across the full discovery-to-vision arc: employee interviews, journey mapping, personas, and prioritisation frameworks, synthesising input from global locations into a business case that secured executive approval.

Loyalty E-Commerce Store

The Airpoints Store is a key offering as a part of the wider loyalty programme for members to be rewarded. There was an opportunity identified to realise greater value from the store - both for the business and members. This would be through bringing it in line with best practice and making it the best place in New Zealand to be rewarded. This was completed in partnership with an external development vendor and working with an ecosystem involving two currencies and multiple different user types.