Virgin Australia

The problem

The existing home screen buried the things people actually needed on travel day. Flight status wasn't clearly visible, there was no single place to see day-of-flight actions, and marketing banners crowded out the information that mattered.

The approach

• Read three months of app store feedback end to end to find what was actually frustrating people, then built four personas around membership tier and travel pattern
• Ran a cross-functional workshop to prioritise a dynamic trip card, baggage tracking and supporting features, then mapped every scenario the trip card needed to handle before drawing a screen
• Tested with 10 participants across states, membership tiers and travel frequency, then reinstated baggage tracking and added an explicit offline state after testing showed their absence caused real anxiety

The outcome

The redesigned home screen shipped as a proof of concept, with bookings up 15% within three days and an improved Net Promoter Score. A UI designer took it forward from there to finalise the visuals and prepare it for development.