Reducing Support Dependency by Redesigning Insurance Self-Service Experience
High support dependency and low digital adoption were driving operational costs and limiting customer retention.
Improving discoverability and simplifying policy management became critical to increase self-service usage and grow customer value.
Flight Centre Homepage Personalisation
Redesigned the Flight Centre app homepage to deliver a personalised experience based on user behaviour, booking history, and interests. Introduced dynamic destination recommendations, tailored offers, and a modular layout that adapts to customer needs.
Simplifying Cruise Booking
Redesigned the cruise booking experience to make cabin selection intuitive and user-friendly. Focused on simplifying navigation and reducing friction, helping users quickly find and book the perfect cabin while enhancing overall engagement with the app.
Personalisation of Banking
At Suncorp, the goal was to create a more personalised banking experience — one that made customers feel truly connected to the bank. By tailoring digital interactions to individual needs, the project aimed to transform everyday banking into a more engaging, customer-centric journey.
Flight Centre App Onboarding Experience
UX audit of the Flight Centre App to evaluate the current onboarding journey and identify areas for improvement. By benchmarking against industry best practices and competitor apps, I uncovered key opportunities to streamline the experience, reduce friction, and highlight valuable features. The recommendations focused on boosting profile sign-ups, improving permission opt-ins, and enhancing overall usability to drive growth and retention.
