Qantas

Summary

We designed and developed a new online learning hub for Qantas in WordPress. The hub was to teach agents how to sell Qantas packages, whilst earning rewards at the same time

We had to build a hub that was engaging and easy to use for agents with different levels of technical ability, and allow for a variety of teaching approaches. With this in mind, we also wanted to create an experience that was unexpected on a digital landscape and cutting edge for an airline.

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Qantas learning hub web design

Web design

In order to design the best experience possible we had to determine exactly who the users would be, predict their needs, understand why they would use the website, and know how they used current web applications.

We created detailed user personas based on information gained from interviewing Qantas and data analysed from Qantas' existing websites. We then conducted extensive competitor research to see what was currently offered on the market and how other companies approached similar design problems.

Wireframes were produced on a mobile-first basis and presented to Qantas so they could approve the approach and suggested functionality. We then built a working prototype in InVision and utilised remote and guerrilla testing user testing to watch users interact with it and gain valuable insights. The designs were amended based on the testing results and a more complex, high fidelity prototype was built.

One of the main challenges with the web design was presenting a vast amount of information to the user in a very straight forward and easy to understand manner. We also had to take into account that some users weren't used to complex websites so the design had to be clean and on-brand, but also use have an intuitive interface and familiar UI patterns.

Qantas learning hub web design

User Experience

The main aim of the site was to teach agents how to sell Qantas. In order to do that, we needed an experience that not only felt interesting and exciting, but that would show the user the benefit of investing their time.

Users needed to be able to choose between various topics, learning levels, and methods of learning. So we split the modules into self-paced learning and live classrooms, added easy filtering of the available modules, and introduced a clear help section should the user need more guidance. The module cards also showed the user all the information they needed to make an informed decision without having to click through to a different page. It was important that users could immediately see how long the module would take, which learning level it was designed for, what type of learning method it fell under, and a summary of what would be learnt.

Each page was carefully designed with the user in mind. For example, once a user had logged into the hub they were shown the latest learning modules available to them. If they had already completed a module in this list then it was no longer suggested to them. We wanted users to feel as though the hub was made for them and personalised to their needs. We also introduced joyful UX features, such as subtle animation throughout the site and in the logo to keep the user engaged.

Qantas learning hub UI and UX

Build

We built the learning hub using WordPress because of its user-friendly backend interface. Managers can log into the system to add and remove agents, view agents' progress and assign modules to agents. Agents can also log into the hub to view their own progress and edit their profile.

It was also important that Qantas could log into the backend and easily edit existing content as well as add in new pages, modules, and teacher details. We presented the backend so that the content was laid out in a logical manner and everything was easy to edit, add and remove. We placed limitations on the content fields so there was no danger of edits being formatted correctly, and introduced version control so Qantas could easily revert back to previous edits.

One of the main challenges with the build was linking WordPress with an agent's Qantas ID so they could earn points as they completed the training modules. The Qantas ID would also track an agent's progress so they could receive relevant emails and updates to encourage them to continue learning.

Another challenge was making the hub as secure as possible. We undertook a huge amount of testing to ensure that nothing was at risk, the site had measures in place to prevent hacking, and all user data was encrypted.

Qantas learning hub backend UI and UX

Results

The learning hub has received monumentally positive feedback from Qantas, their agents and industry experts. Agents have found the website easy to use and hugely beneficial to help them understand Qantas, which has helped agents to make more sales for them. We're pleased to have worked on this project with Qantas and are thrilled with the unique digital experience that we have created.