The original UI of 'Manage booking' was one big slog of options, and more were to be added. Many were rarely clicked and the helpline was often hit with similar questions about where to find commonly desired options.

One challenge was balancing user expectations with AirNZ's desires to drive people to areas that lead to further sales; to find a middle ground that users would welcome.

Another goal was to make the feeling of viewing your booking more exciting and anticipatory. There was a lot of room for new ideas here, and one that I got to prototype was the inclusion of experiences (like Airbnb) that people can book through the portal.

Like the famed private lounge, the Koru Gateway had to give off the same luxury appeal. A part of the Air New Zealand website that looked a little fancier than the rest.

It needed to adhere to AirNZ's strict style guide, and required getting a thorough grip on what it specified (and what it didn't) in order to invent a stylish UI, while fixing its user experience issues.