Designing Fly Buys, New Zealand's most popular loyalty programme. Customer Journey Map

With over 1.8 million active users Fly Buys is New Zealand’s most successful loyalty programme. Lushai provided user experience design services for all Fly Buys online member services including the Fly Buys website and mobile app as well as several internal applications.

What we did

User research, service design and design strategy

Lushai conducted extensive user research to help Fly Buys understand the goals and behaviours of Fly Buys members. We developed user personas and a user experience map to highlight member’s key experiences as they interacted with Fly Buys. The personas and experience map directly kicked off a new Fly Buys brand vision “Effortlessly every day”.

customer journey map

User experience design

When we engaged with Fly Buys their website lacked a clear definition of its core purpose. Since Lushai came onboard it has become a primary channel for member interaction. Lushai has been an integral part of creating a roadmap for Loyalty’s primary digital channels and heavily involved in creating the information architecture, interaction design and graphic design required for day to day implementation of roadmap features. We were involved at every level: from workshops to clarify requirements, wireframes and mockups to frame up design options for stakeholders, and the specifications for developers to build and test from.

Screen shots of Fly Buys website

User testing and analytics

Analytics and user testing heavily influenced our design approach with Fly Buys. Analytics were used to inform design decisions for creating a responsive website, and one-on-one observational testing and remote first click testing were used to inform major design decisions for the 2015 refresh.

Training and capability building

Part of Lushai’s role was to upskill and provide direction to business analysts, stakeholders and other designers to ensure a cohesive user experience that continued to exist outside of our involvement.

Visit the Fly Buys public website or check out the Fly Buys app

Services provided

Photo of section of Childfund website

User Experience Design

Beautiful digital experiences that people love. We're here to make sure your digital product or service delivers.

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To design for people you need to know who they are & what they need. We can help you see yourself through their eyes.

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User testing on an iPhone

Prototyping &
Usability Testing

Test your design before it launches or find out how people really use your product or service.

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Service Design

No stone left unturned, designing user experiences across every channel and every touchpoint.

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