Air New Zealand - Multiple Channel Usability
The guys at Optimal Usability are a great team! Air New Zealand has set some very daunting challenges which have been met with enthusiasm and a passion for representing the customer experience that we really respect and value.- Hudson Smales, Customer Insights & Innovation Manager
The need
Air New Zealand has engaged Optimal Usability to provide research and design expertise for multiple projects across multiple channels / technologies including its call centre, website, kiosk check-ins and in-flight entertainment. Duration of engagements has varied from providing ad hoc tactical and strategic advice through to a 9 month on-site project helping to redesign the main Contact Centre application for flight enquiries and bookings.
The approach
Air New Zealand is a company that is continuously looking to innovate and improve and as such Optimal Usability has been fortunate in helping to understand and design user experiences for some very exciting projects and technologies. Being involved in these varied projects has required Optimal Usability to be flexible in its approach and use a mixture of tried-and-tested methodologies alongside less conventional, more innovative methods.
The outcomes
The result of such varied projects and approaches is that our deliverables have taken many forms, including detailed reports, design sketches, wireframes, facilitated workshops and even a Working Wall (a large evolving wall space to communicate customer experience issues, solutions and decisions).
Optimal Usability has enjoyed the continued engagements on projects across the organisation, although the real success for Optimal Usability has been the friendly and trusted working relationship we share with Air New Zealand, a company that we admire and enjoy working with.
See other case studies
- Ministry of Economic Development - Companies Office website redesign
- Tourism Research Website Redesign
- Taking XtraMSN to the next level
- Redesigning doc.govt.nz
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