AirNZ – Assist Portal

The Assist Portal is a go to site for the company’s 13,000 employees where they raise an issue, order a product, ask questions within a community or communicate with support.

The Problem
The old system was dated, slow, non-mobile friendly, delays processes and looses money.

The Solution
The new site was built using ServiceNow. With a core team of developers (NZ & Aus), business analysts, product leaders, testers and a UX lean approach managed by myself, we completed the project in 8-9 months. Excellent team effort.

We covered skills and processes like:

  • User-research and workshops
  • Personas
  • Workshops
  • Sitemaps
  • Prototyping / UX
  • User-testing
  • Mobile First UI
  • Agile // Lean UX approach
  • Testing
  • Comms // Blog // Newsletters
  • Up-skilling departments