Qantas has grown to be Australia's largest domestic and international airline. Eight years ago, they expanded into the online travel accommodation space, including hotels and holiday packages.

In my current role, I work across these digital products for Qantas and it’s budget airline Jetstar. We create seamless and integrated booking and travel experiences for our customers.

Our approach is customer-led, always ensuring our users are front of mind in everything we do. I’ve worked with my team to refine our discovery and design process - having a clear understanding of the challenges and needs upfront, defining an approach, sketching out ideas to test, validating them (sometimes throwing them away!), and turning those ideas into enjoyable and intuitive interfaces for our customers to interact with.

I lead user research practices across our product teams. We do everything from sketch-shops to prototyping (low / high fidelity), user interviews, surveys, co-designing with customers and stakeholders, and deep diving into analytics and data to better understand our customers and their needs.

We work in cross-functional product teams that include product managers, tech leads, engineers, marketing, digital analysts and other stakeholders. We are always collaborative and encourage early feedback on our ideas and designs with the team to understand their suitability (feasibility, viability, desirability) before we go too far. We share our ideas and designs with the product team through pin-up sessions, Abstract and regular chats.

I enjoy working with my design team to build a productive and collaborative environment where we can learn and grow. We meet regularly as a team and one on one to share ideas, give feedback, do brown bag learning sessions and eat!