Avios

Experience transformation Setting the vision for the future.

Practices

Find out more about our practices.

DIGITAL TRANSFORMATION. Transforming Avios from a points-for-flights business, into to a currency-for-experiences business.

 

We worked together to re-imagine Avios and redefined people’s experience.

AN EXPERIENCE FOR THE FUTURE. Faced with heightened customer expectations from the accelerated rate of innovation within the travel industry, we designed an experience that reset the benchmark for the travel loyalty category. Starting with a compelling vision, we worked backwards to create an Avios experience for the future. 

02

INNOVATION

SETTING THE VISION FOR THE FUTURE.  By first working together to define a North Star, we worked across the business to break down silos and create a shared vision - moving from a points-for-flights business, into a currency-for-experiences business. To help power that vision, we created an experience that was powered by your own personal AI concierge, who would be there when and where you needed, with helpful tips and inspiration for travel. With that in mind, we then worked with them to build a roadmap for now, next and future. Using a test-and-learn approach, we quickly built a prototype to test out the proposition with different markets, to gather feedback and to optimised our designs.

WHAT WE DID

CUSTOMER EXPERIENCE
STRATEGY
PROTOTYPING
INTERACTIVE
DESIGN
FRONT-END DEVELOPMENT

LOOKING FORWARD. Having just launched phase one of the redesign in key new European markets, it is already delivering positive results. The remaining markets, will be rolled out in 2018, as we continue to work towards our North Star of having an AI powered concierge.