Qantas - Staff Service Designer
Qantas is Australia’s national airline.
As one of the first Service Designers hired permanently onto staff, I designed disruption management solutions to improve the journeys of 22m flying customers per year.
Focused on implementing a de-siloed HCD/Design-Thinking approach to problem solving. Day-to-day I’d problem frame with SLT, define strategic direction for programmes, conduct customer and employee research, map customer journeys, design and test new service offerings and share learnings with with business leaders including C-suite.
Worst. Journey. Ever
Led a cross BU reimagining of how the airline manages the service experience of disrupted passengers.
Road-showed a composite worst possible experience pieced together from customer research to the SLT to highlight the service risks to customers.
HCD for the masses
Built and delivered a 3 day design thinking syllabus for non-designers looking to improve skills in solving ambiguous problems. Rolled out to over 200 staff including the entire sales org.
Green Wings
Led a complex redesign of a supply chain, and in-flight waste removal process to effect the removal of 100m pieces of single-use plastic from circulation within 2 calendar years.
A big day for design…
A full day workshop taking >200 leaders through the “worst possible” customer journey - and ideating on how to fix it. This design-led initiative was credited as being highly impactful in de-siloing efforts across the business, and highly praised for brining the customer into focus by (now CEO) Vanessa Hudson.