Flight Centre Strategy Sessions
Over a two week period, four members of the UX team traveled to Flight Centre corporate headquarters in Australia and New Zealand. We conducted five workshops with three different types of users to gain insights on how they complete specific tasks. In addition, we visited travel consultants in both call centers and retail stores for observations and inquiries. We identified actionable recommendations to expand functionality, integrate data, automate certain activities and consolidate systems to increase agent productivity and provide better service to their clients.
Scope:
Work closely with Sabre Red 360 end users at Flight Centre to enhance the overall user experience for corporate travel consultants, leisure travel consultants and software administrators.
- Half-day workshop with Administrators in Brisbane
- Half-day workshop with Corporate Travel Consultants in Brisbane
- Half-day workshop with Leisure Travel Consultants in Brisbane
- Half-day workshop with Leisure Travel Consultants in Auckland
- Half-day workshop with Corporate Travel Consultants in Wellington
- Observations at 12 locations throughout Brisbane and Auckland
Workshops:
Empathy Map
Journey Map *
Pain Points *
Opportunities *
* Workshop activities I facilitated
Observations:
9 locations, leisure, corporate, high end, call center, after hours, etc.
Outcomes:
Opportunities for improving the overall user experience were identified in many areas. Some of the
More information about this project:
Please reach out if you would like to know more about my role in this project.
