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I acted in a Lead Design capacity working with Avios on their exciting ‘Reward Platform’ greenfield project, working from the ground up with the aim to replace a range of old systems.
#UserResearch #UsabilityTesting #Prototyping #ProductDesign
Research and Discovery
Being a 0-1 project, upfront research was vital to kicking off the work and ensuring that we were moving forward in the right direction. Alongside Avios’ partner Inviqa we were heavily involved in the research phases of the project - contributing to workshops, customer interviews and usability testing.
Qualitative research
By interviewing and observing real customers we gained a greater depth of insight into;
Asking BA/Aer Lingus customers why they do what they do
Observing how they do this
Learning about their thoughts, opinions and behaviour in relation to general travel booking and loyalty propositions
Quantitative research
By collecting numerical data from a representative sample of your customers, I was able to:
- Find out about general patterns in travel behaviour among Avios’ customers
- Identify trends applicable to either BA or Aer Lingus loyalty programmes and their tiers
- Validate insights and findings from our qualitative research
White label
As a white label solution, Reward Platform needed to be closely linked with the various partners’ branding and look and feel. This would ensure a seamless experience for customers when navigating between partner sites and Reward Platform itself.
Brand guidelines
Care had to be taken to ensure the correctly typography, colour palettes, spacing, and interactive elements were consistent for each brand, while maintaining a coherent user experience across the platform.
Multiple product types
The platform needed to be able to display different types of products ranging from Hotel stays, through to Experiences and Car Hire, while still maintaining a consistent look and feel.
Consistent and Flexible
A key proposition of Reward Platform was that it should be able to provide Avios’ customers with a variety of product offerings.
The challenge here was to deliver all of these in a consistent fashion, allowing customers to browse the platform while maintaining a sense of a single experience.
The challenge here was to deliver all of these in a consistent fashion, allowing customers to browse the platform while maintaining a sense of a single experience.
Robust design system
All design elements across the project are supported by a robust Atomic-like design system, custom built from the ground up.
Atomic component library
Alongside the design work we built a multi-brand atomic component library, covering all UI and typography elements as well as fully responsive widgets.
