improving the design @Qantas

designing the new Qantas dot com website experiences

project background

The Qantas website receives roughly 390,000 visits per day. In 2024 as part of a broader customer experience initiative, Qantas was redesigning and re-platforming their website. I was brought in to facilitate the design handover process from their agency partner Accenture as well as build out the design library Runway 2.0 and structure a format for handover to technical teams to build.

Client
Qantas

Period
2024-2026

A flight booking webpage showing a New Zealand Red Tail Sale with flight options from Sydney, Wellington, Auckland, and Christchurch, and a scenic photo of a red train traveling through a lush green landscape with a city and mountains in the background.
A flight booking webpage showing a New Zealand Red Tail Sale with flight options from Sydney, Wellington, Auckland, and Christchurch, and a scenic photo of a red train traveling through a lush green landscape with a city and mountains in the background.
Screenshot of a travel rewards website featuring offers for Westpac Altitude Qantas Black credit card and Qantas Hotels, with images of a woman in a red dress inside a circular window, a beach with mountains, and a tropical pool area surrounded by palm trees.
Webpage promoting Qantas international flight rewards and the Qantas experience, with images of Mount Fuji reflected in a lake, a woman enjoying a meal on a plane, and a family watching a movie together on a plane.
A detailed sitemap diagram for a website, including sections like media, gift voucher, dangerous goods, newsroom, columns container, CTA link, slideshow, icon text, local headers and footers, page content, and image text, with various subpages and layout examples.

delivering a large-scale website migration

Between November 2024 and October 2026, I worked on the Q.com website migration, which brought the main site and all six ancillary sites under the brand onto a new platform, covering more than 50,000 webpages in two years.

Working alongside our agency partner Accenture, I redesigned components and used them to build page layouts that would meet or exceed the AA accessibility standard. As part of this, I created a library of components from the agency’s delivered assets, along with a library of page layouts built from those components, giving the team a consistent foundation to work from.
View of an airplane wing and engine during sunset, seen through the window above a layer of clouds.

driving business goals through platform and design system work

The migration was part of the CX25 business initiative, which aimed to improve self-service for customers, lift commercial revenue and improve scalability across the group. To support this, I worked with technology teams and partners to design and build custom EDS components for Adobe EDS, a new cloud-hosted Adobe Experience Manager product.

I also helped build out Runway 2.0, the Qantas Group design system that spans both web and app interfaces, so that design decisions could be shared and reused across the group.

A virtual meeting with five participants on the right side and a digital design interface on the left side displaying wireframes, flowcharts, and icons for user interface planning.

collaborating with stakeholders and enabling teams

Throughout the project, I kept stakeholders and teams aligned and equipped to deliver. I ran internal design workshops and playback sessions for product stakeholders at key project milestones, along with weekly updates to keep everyone informed. I also kept design documentation up to date and gave development support on current build tasks, onboarded new users to Figma, and trained development teams so they could work confidently with the design system.