5+ years of digital partnership
Since 2015, Arq has been the partner of choice in the design, development and architecture of the Qantas flagship travel app, Qantas entertainment app, Apple Watch app, chatbots including Facebook and Alexa voice app, VR App, livechat, IVR deflect, Uber integration, Qantas loyalty and dozen plus internal applications and digital infrastructure across the airline.
While initially brought on in 2015 to undertake a major re-platform of the Qantas app, with a focus on improving crash rates and increasing user engagement. By 2017, the app become the #2 travel app on both app stores, amassing over eight million downloads.
Moving past a traditional app consultancy towards partnership, Arq assisted in the Qantas’ app first major and still to this day popular ground-breaking feature and achievement. Qantas was one of the first airlines to take a gamble launching digital check-ins and boarding passes in the app, setting off a seismic shift in how Qantas’ customers forever engaged with the airline. The response was unheard of, with an almost overnight positive jump, the app instantly became the most popular way for both domestic and business travellers to check-in and board their flights, reducing wait times across all aspects of the flight, especially when it came time to board. Increased customer engagement, sentiment and reduced customer service and handling costs were a major win for Qantas. This innovation, while considered simple today, was one of the first real examples of utilising technology to create real business impact under a customer centric approach to product development and operations.
To this day, the “Qantas Mobile Tribe” (a multi-disciplinary hybrid squad comprised of blended Qantas FTE’s and Arq specialist consultants including cloud solution architects, product owners, business analysts, UX/UI/UE designers, iOS and Android developers, back-end software engineers, project managers and innovation leaders) has been recognised internally as a huge success story in Qantas’ transition to an Agile customer-first organisation.