Qantas

Challenge

Qantas wanted to enhance the functionality of their Frequent Flyer program by allowing users to have greater control and transparency over their points tracking and goal setting.

Approach

Inné Digital was engaged to create a more engaging and user-friendly experience for Qantas Frequent Flyer members. After identifying a significant user demand for enhanced control over their points, our team embarked on an extensive research phase. This involved analyzing user behaviors, preferences, and pain points associated with the existing Frequent Flyer program.

Drawing on these insights, we developed a strategic design for an integrated website and app. The design focused on empowering users with comprehensive tools to track their point earnings, set goals for their future travels, and clearly understand how to maximize the value of their points.

Solution

The redesigned digital experience provides a seamless, intuitive interface across both the website and mobile app, ensuring that users can easily manage their points on any device. Key features include detailed analytics on points accumulation, interactive goal-setting modules, and personalized recommendations on how to earn and spend points effectively.

Outcome

The introduction of the new Frequent Flyer points tracking and goal-setting features significantly increased user engagement and satisfaction. Members now enjoy a greater sense of control over their rewards, contributing to increased loyalty and stickiness to the program. Qantas has reported enhanced customer satisfaction scores and greater participation in the Frequent Flyer program since the launch.

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