Client Air New Zealand
In recent years, I’ve worked on a number of exciting innovation / CX projects with Air New Zealand through ThoughtFull. This has included;
- Designing new, digital experiences at the ‘dreaming, planning, booking’ stage
- Developing a partner innovation approach for procurement teams
- Designing and developing a number of human / physical / digital Future Air Cabin Experiences
- Creating a service design approach for the development of new Future Air Cabin Experiences
Most of the design work we do at Air New Zealand is build on a foundation of their CX toolkit.
Air New Zealand engaged ThoughtFull to lead a project to define a customer experience strategy and toolkit. The end-to-end journey model (below) and additional tools have enabled Air New Zealand to frame their efforts, helping the airline deliver value throughout the entire customer journey.