Innovation

Leading Skyscanner’s AI Innovation Strategy

The goal

I led a co-creation process to generate Skyscanner’s “Traveller Care” principles.

These informed all aspects of service: from training, processes and products.

Design process

1. Created the “Traveller Journeys” strategy

Made the business case for an end-to-end traveller journey goal. Authored and executed the traveller journey strategy.

Prototype

My impact

  • I highlighted 100’s of critical improvements to Skyscanner’s service experience. These were prioritised and resolved as part of go-to-market.

  • My end-to-end analysis and testing framework helped Skyscanner scale up launch in a another 28 markets in just 12 weeks.

  • I brought the voice of the traveller to a 200 person team, by playing back end-to-end user experience tests – it was the first time many of our staff had watched travellers struggling with our product.

  • The traveller care experience principles I led on are still being used to set the tone and standards of our service 2 years later.

  • I introduced service design to Skyscanner, and demonstrated user testing and workshop facilitation, which wasn’t commonplace before.