Jetstar Innovation Workshops
Overview
I was engaged to design and facilitate a series of innovation workshops through The Commons Campus for Jetstar. With key stakeholders from Jetstar and Qantas Loyalty.
Centred on applying gamification to drive customer base growth, customer loyalty and overall improved experience.
Responsibilities
I was charged with planning the events, activities and materials for the sessions. As well as facilitating the event and making sure we generated quality outputs.
Results
The workshops resulted in structured design principles and concepts aimed at Jetstar's 4 primary customer segments.
The team developed:
- Customer empathy maps
- Design principles
- HMW questions and brainstorming outputs
- 16 new product and service concepts.
On reflection
It was a pleasure to kickoff this exploration work with such an engaged group of stakeholders. In the highly competitive airline industry I hope some of these ideas help Jetstar to continue to grow their loyal customer base.