Shailesh Manga (User Centric – USA)
Designing the Air New Zealand SkyCouch
Air New Zealand approached Optimal Usability to help test the concepts for the Economy Skycouch. The brief was simple: “We know you’ve never done anything like this before, but we back you guys to help us understand how customers will react.” Shailesh and the rest of the Optimal Usability teamed worked with Air New Zealand to establish personas that communicated how key market demographics behaved when traveling and what was important to them. Shailesh’s presentation will demonstrate how this diverse group of designers created and designed a single view of the key customer of Air New Zealand’s long haul travel product.
About Shailesh
Shailesh has a passion for tackling complex problems (no doubt from his background as a physicist). He is skilled at helping organisations structure themselves and execute on projects to deliver world-class customer experiences. Shailesh’s role as a Director of Optimal Usability connects him to many international usability and customer experience professionals. This broad knowledge allows Shailesh to challenge and extend New Zealand clients in the area of customer experience at both a strategic and project level. Shailesh’s recent activities are focused on speaking at conferences, helping clients develop strategies that are customer focused, building up UX teams and incorporating service design into organisations. He also struggles to leave projects alone and most recently enjoyed working on the customer testing phases of the Air New Zealand Sky Couch project.
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