Sharing Airpoint Dollars
Background
The Loyalty business within Air New Zealand runs Airpoints. Air New Zealand’s Loyalty programme which allows members to move up our tiers Base, Silver, Gold and Elite and earn Airpoint Dollars (1APD = $1NZD).
Earning Airpoint Dollars, engaging with our programme and flying with us, qualifies customers for a richer experience flying on our airline as well as on the ground with our ground partners (retail).
Opportunity
Airpoint dollars (APD) often accumulate as a substantial balance for frequent flyers, while proving challenging for irregular travelers to accrue. Our goal is to democratize travel opportunities for all Kiwis, ensuring that frequent flyers can easily share their APD with those who have a greater need, thereby helping individuals turn their travel aspirations into reality.
How can we create a seamless and enjoyable experience for Airpoint members when sharing APD, ensuring a frictionless process that benefits both the sender and receiver?
Research
Our initial objective was to examine the existing methods of APD sharing among Airpoint members, identifying pain points and opportunities through analysis of online analytics and discussions with our customer service team. Subsequently, we conducted product discovery, exploring how other airlines facilitate sharing. We also engaged with customers to understand their preferences for sending and receiving various items, including money, photos, memories, gifts, and more.
Solution
This lead us down a clear pathway to design a flexiable sharing experience for Airpoints members enabling them to:
- Send and receive directly
- Set up a sharing pot/goal fund to work towards
- Send regularly
- Set up a shared bank account for APD.
We tested these products on customers with both high and low value APD to validate a consumer need as well as validating the user flows. Once the designs were in a place ready to begin building, a UI designer took over leading this project. The designs you see above are wireframes only to validate product need, high level flows and engineering scope.
(Wireframes shown are my own work, finalised UI design is not shown.)
