Qantas Hotels offers an exclusive range of curated luxury hotel deals. The customer base aged between 45-60 and fell in the Serious Spenders Qantas Frequent Flyer customer segment.

Working in an agile product team, my role was to enhance the customer experience by conducting usability tests, implementing heat maps, scroll maps and video recordings of the site to guide our design decisions. The changes made based on the research increased our NPS from 7 to 9 in two months and lead to a 23% increase in bookings overall.

Client
Qantas

Role
UX, UI Design

Deliverables
Use data to inform design decisions, experiment by running A/B tests, conduct usability tests, improve checkout experience

Tools
Sketch, Invision, Zeplin