With over 700,000 followers, Qantas is the top Australian airline brand on Facebook. Their Page serves to showcase holiday destinations, deliver company updates, and offer behind-the-scenes glimpses into its operations.
To improve the delivery of its services to its digitally connected audience, Qantas tasked me with designing a customer service portal for the Page. The portal would provide shortcuts to contact the airline as well as key web links relevant to the passenger journey.
The portal was designed with brand guidelines in mind, incorporating specific brand colours and a proprietary typeface. The rounded nature of the typeface inspired a similar treatment to other elements such as the multi-state buttons and bespoke icons. Users could also ask questions via a text field and including a photograph of a Qantas staff member helped to humanise this interaction. Overall, these elements lent the portal the friendly and accessible feel desired.