Research, UX/UI Design, Testing
Jetstar Airways
2019
Jetstar Airways is part of Qantas' two brand strategy of having Qantas Airways for the premium full-service market and Jetstar for the low-cost market. The airline operates an extensive domestic network as well as regional and international services and its digital platform serves Australian customers along with sister airlines Jetstar Asia Airways and Jetstar Japan.
Isobar's design team provided the in-house design capability for our Jetstar client, managing upkeep and optimization of the e-commerce platform. As part of a 4 person UX/UI design team assigned to Jetstar’s Flight Products, I was responsible for the ancillary product booking flow experience, our client’s primary revenue grossing digital products made up of 7 unique product teams.
In response to a new offering with a partner airline that affected all products across the booking and checkout flow, we needed to conduct research and test potential concepts in order to drive client product decisions and ensure minimal disruption on the live platform.
How do we visually communicate the differences in our booking system’s service offering and ensure package offerings align with user expectations when implementing a new route with a partner airline?
Hold a kick-off workshop with our clients to get across the brief
Create a collaborative project board so the wider team, design leadership, and clients can all follow along
Map out all product points affected by this problem in a dynamic customer journey map
Develop a research plan to validate our initial hypotheses
Survey conducted to better understand users' expectations of the luxury vs. budget flight inclusions before moving into first iteration solution development
Wireframes and prototype
06
Usability Testing
07
Visual Design Exploration
The current designs rely on implied information around codeshare flights and product options, effort is placed on users to work things out
Take into account that there will be more usability issues observed on mobile compared to desktop due to the decreased real estate for explainer elements
Set expectations around codeshare flight options, and be more guided and transparent in the corresponding product choices