Redesigning the Air New Zealand app by addressing critical usability gaps.
A concept redesign exploring modern design patterns for a major airline brand.
Sole designer responsible for identifying usability issues, proposing solutions, and redesigning the app's key flows and visual language.
01./// Project Overview
Context
With a passion for the airline industry, I identified the opportunity to redesign the Air New Zealand app during my exchange program in New Zealand in 2014.
Often using the app, I verified UX behaviors that could be improved in terms of flow, and visually adapt the language to New Zealand's extraordinary natural beauty.
My Role & Responsibilities
- Low and high fidelity prototypes
- Requirements gathering
- Reference studies
- Interaction design studies
- Feature studies
Original booking flow, external redirects
Redesigned booking flow, in-app experience
Login access improvement02./// Success Metrics, Flight Platform
How success is measured
Discovery
Origin by channel: Desktop vs Mobile
Identify where users come from: organic search, direct, social media, referral.
Activation
Time to first flight search
The faster the user searches, the clearer and more direct the product is.
In numbersless than 2 minutes between sign-up and first search
First purchase flow completion rate
Measure how many users complete their first purchase without abandoning the flow.
In numbersabove 60% completion on the 1st flow (market benchmark)
Post-purchase NPS
Capture the immediate user experience, sent right after the booking is confirmed.
In numbersNPS above 50 (market benchmark)
Retention
Repeat purchase rate
Identify users who come back to buy, the foundation of the loyalty model.
In numbersabove 30% purchasing more than once in 6 months (market benchmark)
Early check-in usage rate
Measure adoption by segment to identify where the feature performs best.
In numbersabove 50% on mobile / above 35% on desktop
Flight notification open rate
Validate whether boarding, gate, and status alerts are generating real value.
In numbersabove 40% open rate (market benchmark)
Satisfaction
Post-flight NPS
Capture the real user experience, sent after landing, not after purchase.
In numbersNPS above 50 (market benchmark)
Purchase flow abandonment rate
Identify at which stage the user drops off: search, selection, or payment.
In numbersless than 40% total abandonment in the flow (market benchmark)
Issue resolution time
Measure efficiency in handling cancellations, rebookings, and baggage issues.
In numbersresolution in less than 24 hours
03./// Project Images
Original visual language
Sketch exploration 01
Sketch exploration 02
Sketch exploration 03
Wireframe overview
