Shortly after being named the words best airline 2014, Cathay Pacific sought a new digital partner to transform their customer offering, overall experience, and technical infrastructure.

This coincided with my start at DigitasLBi as a User Experience Architect. First day in the job I was dropped into a fast paced, six week prototype and validation project, designing and building a front end customer journey for a new responsive web experience. This was run in six week-long sprints, each focusing on a new customer and specific booking or planning journey.

The output experience was loved by the client team, and quickly led to a full program of work to create a new website and cross platform app. This is where the adventure really started as I was asked to undertake a secondment to Hong Kong to work within the clients offices on the new mobile app.

Working alongside a large client team located in Tung Chung, I collaborated closely with a UI designer to ideate, design, and prototype the first 2 releases of the Cathay Pacific mobile app. This was built on a new version of the Kony platform, enabling cross platform development from a single codebase.

Good stuff: Whilst working on the flight status feature, I saw an opportunity to drive real value for customers. Instead of presenting three simple status’ of ‘Departed’ ‘Not departed’ and ‘Arrived’ I worked with a BA and development team to enable meaningful messages to be presented, transforming ‘Departed’ into ‘Your flight departed 40 minutes late, but is due to arrive on time’.