• Designing for the AirAsia SuperApp

  • Designing for the AirAsia SuperApp

  • Designing for the AirAsia SuperApp

  • Designing for the AirAsia SuperApp

During my internship at AirAsia, I was a part of the Product Design team and worked across different LOBs in the Travel, E-commerce and Platform (SuperApp) verticals.

My work during this internship is under an NDA and hence requires a password to view it. In case you don't have it, read on about my learnings and experience. Feel free to reach out to know more!

Duration

9 months (August 2021 - April 2022)

Internship Project

Summary

My Learnings

Design Process

Objectives

Research

Collaboration

Communication

Presentation

Design System

Value & Success

Documentation

Reviews & Learning

Summary

My Learnings

Design Process

Objectives

Research

Collaboration

Communication

Presentation

Design System

Value & Success

Documentation

Reviews & Learning

Summary

  • Over the course of my internship, I created and maintained components in a vast design system and designed flows and features for travel (post-booking & flights), superapp and e-commerce verticals.

  • I participated in multiple workshops for ideation and brainstorming of new superapp pages/features and created JTBDs.

  • I worked cross-functionally with Senior Designers, UX Writers, Researchers, Product Managers and Engineers and used various internal platforms and JIRA to maintain a smooth flow of communication.

  • Additionally, I learnt to use user interaction tracking tools from Hotjar and Google Analytics to Quantum Metric to understand user behavior and patterns.

  • I conducted usability testing, did QA for various designs and created usability reports to understand where iterations are required.

Summary

  • Over the course of my internship, I created and maintained components in a vast design system and designed flows and features for travel (post-booking & flights), superapp and e-commerce verticals.

  • I participated in multiple workshops for ideation and brainstorming of new superapp pages/features and created JTBDs.

  • I worked cross-functionally with Senior Designers, UX Writers, Researchers, Product Managers and Engineers and used various internal platforms and JIRA to maintain a smooth flow of communication.

  • Additionally, I learnt to use user interaction tracking tools from Hotjar and Google Analytics to Quantum Metric to understand user behavior and patterns.

  • I conducted usability testing, did QA for various designs and created usability reports to understand where iterations are required.

Reflections

  • I am immensely grateful to the Product Design team at AirAsia for all my learnings spanning vast areas under the product umbrella.

  • These learnings have been divided into categories, but like the design process they are interconnected and overlapping and together create the bigger picture.

Megha at AirAsia
Megha at AirAsia
Megha at AirAsia

Design Process

  • Embracing the ambiguity. Often not having a list of specific pre-defined deliverables unlocks the true ideation potential.

  • Embracing the ambiguity. Often not having a list of specific pre-defined deliverables unlocks the true ideation potential.

  • Embracing the ambiguity. Often not having a list of specific pre-defined deliverables unlocks the true ideation potential.

  • Solving the right problem. It is important to understand and work towards solving the fundamental problem and make sure we aren't distracted or chasing after the resultant symptoms.

  • Solving the right problem. It is important to understand and work towards solving the fundamental problem and make sure we aren't distracted or chasing after the resultant symptoms.

  • Solving the right problem. It is important to understand and work towards solving the fundamental problem and make sure we aren't distracted or chasing after the resultant symptoms.

  • Focusing on the design rationale (the intention behind every pixel) and exploring more, not rushing to the solution.

  • Focusing on the design rationale (the intention behind every pixel) and exploring more, not rushing to the solution.

  • Focusing on the design rationale (the intention behind every pixel) and exploring more, not rushing to the solution.

  • Not fearing fallbacks, since those are lessons to learn from and iterate.

  • Not fearing fallbacks, since those are lessons to learn from and iterate.

  • Not fearing fallbacks, since those are lessons to learn from and iterate.

  • Theory doesn't do justice to actual practical application. In reality user factors have a much larger impact than just a bubble in a mind-map!

Objectives

  • Learning that it is important to have strategic goals for the long-term and tactical objectives for short-term execution to ensure overall quality and longevity. This is not only for a product but I realized it works while setting personal goals.

  • Learning that it is important to have strategic goals for the long-term and tactical objectives for short-term execution to ensure overall quality and longevity. This is not only for a product but I realized it works while setting personal goals.

  • Learning that it is important to have strategic goals for the long-term and tactical objectives for short-term execution to ensure overall quality and longevity. This is not only for a product but I realized it works while setting personal goals.

  • I knew it was important to think of the users and be their voice but I understood how the role goes a step further and is actually the bridge between users and business.

  • I knew it was important to think of the users and be their voice but I understood how the role goes a step further and is actually the bridge between users and business.

  • I knew it was important to think of the users and be their voice but I understood how the role goes a step further and is actually the bridge between users and business.

  • We aren't designing just screens, rather crafting multiple interlinked experiences. So it is necessary to zoom out ever so often and see how it fits into the bigger picture of the product!

Research

  • Testing shapes not only the designs/flow being tested but has the potential to pivot the direction and even the value proposition of a product.

  • There's a lot more to usability testing than just testing a prototyped flow. Testing is possible even without screens depending on what information we are seeking!

  • There's a lot more to usability testing than just testing a prototyped flow. Testing is possible even without screens depending on what information we are seeking!

  • There's a lot more to usability testing than just testing a prototyped flow. Testing is possible even without screens depending on what information we are seeking!

  • Different research methods work well in specific stages of the design process since we are looking for the answers to different questions.

    For example, at the understanding phase we're looking for context so methods like interviews, focus groups and benchmarking works while for measurement and tracking performance methods like multivariate testing work better.

  • Different research methods work well in specific stages of the design process since we are looking for the answers to different questions.

    For example, at the understanding phase we're looking for context so methods like interviews, focus groups and benchmarking works while for measurement and tracking performance methods like multivariate testing work better.

  • Different research methods work well in specific stages of the design process since we are looking for the answers to different questions.

    For example, at the understanding phase we're looking for context so methods like interviews, focus groups and benchmarking works while for measurement and tracking performance methods like multivariate testing work better.

  • The depth of analysis in research, especially in a large organization was beyond anything I had perceived before. This helps generate insights that are then streamlined and simplified to help product teams understand the impact and intervene accordingly.

  • Another aspect I received a lot of clarity regarding are personas and how when they are crafted with adequate analysis of the target users, they widely shape the designs and tune them to the users' needs.

Collaboration

  • I learnt to work cross-functionally and in sync with other designers, PMs and developers. It taught me the importance of using data to support the rationale while putting forth designs, especially to a mixed audience.

  • I learnt to work cross-functionally and in sync with other designers, PMs and developers. It taught me the importance of using data to support the rationale while putting forth designs, especially to a mixed audience.

  • I learnt to work cross-functionally and in sync with other designers, PMs and developers. It taught me the importance of using data to support the rationale while putting forth designs, especially to a mixed audience.

  • Learning the technical limitations involved while designing, from understanding the effort of bridging the web and app experience to how to design for a pull-based system instead of a push-based one, was an eye-opener and is a continuous learning process.

  • Learning the technical limitations involved while designing, from understanding the effort of bridging the web and app experience to how to design for a pull-based system instead of a push-based one, was an eye-opener and is a continuous learning process.

  • Learning the technical limitations involved while designing, from understanding the effort of bridging the web and app experience to how to design for a pull-based system instead of a push-based one, was an eye-opener and is a continuous learning process.

  • Additionally during workshops, the different thought processes brought to the forefront and the considerations different roles lean towards was insightful.

  • A major reflection from collaborating was the concept of managing expectations. This ties into the next category where effective communication is what ensures a smooth cooperation, from clarifying requirements and timelines to building a relationship and earning trust.

  • A major reflection from collaborating was the concept of managing expectations. This ties into the next category where effective communication is what ensures a smooth cooperation, from clarifying requirements and timelines to building a relationship and earning trust.

  • A major reflection from collaborating was the concept of managing expectations. This ties into the next category where effective communication is what ensures a smooth cooperation, from clarifying requirements and timelines to building a relationship and earning trust.

  • Understanding how features and updates are shipped in a such a large organization, especially when multiple lines of businesses are involved, increasing the scale as well as the number of stakeholders involved.

  • Communicating with PMs and developers through JIRA tickets and how to make them clear was both a unique and learning experience.

Communication

  • Asking more questions! This is the basis of establishing not only clear communication but also the very start of the design process of understanding the right problem.

  • Asking more questions! This is the basis of establishing not only clear communication but also the very start of the design process of understanding the right problem.

  • Asking more questions! This is the basis of establishing not only clear communication but also the very start of the design process of understanding the right problem.

  • Accepting that it's okay to ask questions or share thoughts that I used to fear make me sound uninformed. Either we are incorrect and learn from it or we may have highlighted something important!

  • Learning to explain my thoughts and ideas better, balancing complexity and abstraction with clarity.

  • The art of storytelling! Whether it is for a presentation or a simple conversation, I learnt how mastering storytelling makes the communication process meaningful and has a lasting effect. From our body language, pace, tone and even pauses, we control how the person opposite to us perceives the content being shared.

  • The art of storytelling! Whether it is for a presentation or a simple conversation, I learnt how mastering storytelling makes the communication process meaningful and has a lasting effect. From our body language, pace, tone and even pauses, we control how the person opposite to us perceives the content being shared.

  • The art of storytelling! Whether it is for a presentation or a simple conversation, I learnt how mastering storytelling makes the communication process meaningful and has a lasting effect. From our body language, pace, tone and even pauses, we control how the person opposite to us perceives the content being shared.

Presentation

  • Going hand in hand with effective communication, I learnt while presenting it is necessary to know who we are talking to and angle the storytelling to suit the audience.

  • Going hand in hand with effective communication, I learnt while presenting it is necessary to know who we are talking to and angle the storytelling to suit the audience.

  • Going hand in hand with effective communication, I learnt while presenting it is necessary to know who we are talking to and angle the storytelling to suit the audience.

  • Using visual cues and high quality images is necessary to convey your ideas effectively.

  • Using visual cues and high quality images is necessary to convey your ideas effectively.

  • Using visual cues and high quality images is necessary to convey your ideas effectively.

  • While visuals used are important, using the right language goes a long way.

    As Natan (the Head of Design during my internship)once mentioned, how we talk affects how we think which in turn affects how we behave and how we behave affects how we talk and it's a continuous cycle, making language an important aspect in communication and presentation.

  • While visuals used are important, using the right language goes a long way.

    As Natan (the Head of Design during my internship)once mentioned, how we talk affects how we think which in turn affects how we behave and how we behave affects how we talk and it's a continuous cycle, making language an important aspect in communication and presentation.

  • While visuals used are important, using the right language goes a long way.

    As Natan (the Head of Design during my internship)once mentioned, how we talk affects how we think which in turn affects how we behave and how we behave affects how we talk and it's a continuous cycle, making language an important aspect in communication and presentation.

  • Personalization and details leave a lasting impression. To create this seamless story, it helps to not look at exclusively presenting designs and instead include research and ideation details in the form of naming designs and effectively using personas to populate the content. This creates a connection and gives a flow to follow

Design System

  • A design system used in a large organization, especially when it works for multiple lines of businesses across computer and mobile web and the app has many layers and maintaining the uniformity is complex.

  • Learnt the challenges in keeping the design system and the files using the design system updated. This connects to proper documentation and how that ensures smooth communication.

  • Learnt the challenges in keeping the design system and the files using the design system updated. This connects to proper documentation and how that ensures smooth communication.

  • Learnt the challenges in keeping the design system and the files using the design system updated. This connects to proper documentation and how that ensures smooth communication.

  • The AIrAsia Design System has additional layers of complexity with a widget library and creating the widgets using the design system taught me more about figma as a software as well as the construction of components.

  • I further learnt to use and update the design system without detaching instances thus using the components with maximum efficiency.

  • I further learnt to use and update the design system without detaching instances thus using the components with maximum efficiency.

  • I further learnt to use and update the design system without detaching instances thus using the components with maximum efficiency.

  • Initially, another learning curve was editing the design system without breaking a component, especially when so many design files use them.

Value & Success

  • I had the opportunity to join business stakeholder interviews where I learnt further about what success looks like for them and value propositions for that line of business.

  • In addition, I learnt how these interviews help shape the roadmaps for each quarter.

  • While in generic terms it is obvious that an organization is successful when the product does well, I got a deeper dive into success metrics and terminology such as KPIs and how they shape the goals for each quarter and the individual OKRs to ensure and track performance.

  • While in generic terms it is obvious that an organization is successful when the product does well, I got a deeper dive into success metrics and terminology such as KPIs and how they shape the goals for each quarter and the individual OKRs to ensure and track performance.

  • While in generic terms it is obvious that an organization is successful when the product does well, I got a deeper dive into success metrics and terminology such as KPIs and how they shape the goals for each quarter and the individual OKRs to ensure and track performance.

Documentation

  • I learnt how to structure and organize my Figma files such that anyone who goes through it understands all the iterations, decisions and how the designs progressed, much like reading a story.

  • I learnt how to structure and organize my Figma files such that anyone who goes through it understands all the iterations, decisions and how the designs progressed, much like reading a story.

  • I learnt how to structure and organize my Figma files such that anyone who goes through it understands all the iterations, decisions and how the designs progressed, much like reading a story.

  • Going further I came across different types of documentation and write-ups like weekly reports to monthly reports on platforms such as confluence that gave deep insights into everything the design team has done and is doing.

  • Additionally, I learnt how OKRs are structured and one pagers are written and how to make the most of them.

  • Additionally, I learnt how OKRs are structured and one pagers are written and how to make the most of them.

  • Additionally, I learnt how OKRs are structured and one pagers are written and how to make the most of them.

Reviews & Learning

  • Learning never stops! Whether it was through hurdles in the design process, the work and presentation of others, meetings with other teams and many other occasions, I was learning something everyday and had something to think more about with every interaction.

  • Learning never stops! Whether it was through hurdles in the design process, the work and presentation of others, meetings with other teams and many other occasions, I was learning something everyday and had something to think more about with every interaction.

  • Learning never stops! Whether it was through hurdles in the design process, the work and presentation of others, meetings with other teams and many other occasions, I was learning something everyday and had something to think more about with every interaction.

  • Through sessions like design reviews, I received immense feedback during my presentation and in addition attending every review shaped my mind and gave me the confidence to give feedback as well. Hearing the questions from other designers and PMs who joined and their thought process was nothing short of mind-altering.

  • Through sessions like design reviews, I received immense feedback during my presentation and in addition attending every review shaped my mind and gave me the confidence to give feedback as well. Hearing the questions from other designers and PMs who joined and their thought process was nothing short of mind-altering.

  • Through sessions like design reviews, I received immense feedback during my presentation and in addition attending every review shaped my mind and gave me the confidence to give feedback as well. Hearing the questions from other designers and PMs who joined and their thought process was nothing short of mind-altering.

  • Through opportunities like weekly lunch & learn sessions and quarter long 1-on-1 coaching sessions, I learnt a variety of topics related to design, research, storytelling and collaborating outside of learning through experience.

Want to discuss about internships, designing a SuperApp or just chat? Do reach out!

meghasuresh.design@gmail.com

meghasuresh.design@gmail.com

Designed with NCIS + Pokemon

& Matcha Lattes - Megha | 2023

During my internship at AirAsia, I was a part of the Product Design team and worked across different LOBs in the Travel, E-commerce and Platform (SuperApp) verticals.

My work during this internship is under an NDA and hence requires a password to view it. In case you don't have it, read on to understand my learnings and experience. Feel free to reach out to know more!

Duration

9 months

Internship Projects

Summary

  • I conducted usability testing, did QA for various designs and created usability reports to understand where iterations are required.

  • Additionally, I learnt to use user interaction tracking tools from Hotjar and Google Analytics to Quantum Metric to understand user behavior and patterns.

  • I worked cross-functionally with Senior Designers, UX Writers, Researchers, Product Managers and Engineers and used various internal platforms and JIRA to maintain a smooth flow of communication.

  • I participated in multiple workshops for ideation and brainstorming of new superapp pages/features and created JTBDs.

  • Over the course of my internship, I created and maintained components in a vast design system and designed flows and features for travel (post-booking & flights), superapp and e-commerce verticals.

Summary

  • I conducted usability testing, did QA for various designs and created usability reports to understand where iterations are required.

  • Additionally, I learnt to use user interaction tracking tools from Hotjar and Google Analytics to Quantum Metric to understand user behavior and patterns.

  • I worked cross-functionally with Senior Designers, UX Writers, Researchers, Product Managers and Engineers and used various internal platforms and JIRA to maintain a smooth flow of communication.

  • I participated in multiple workshops for ideation and brainstorming of new superapp pages/features and created JTBDs.

  • Over the course of my internship, I created and maintained components in a vast design system and designed flows and features for travel (post-booking & flights), superapp and e-commerce verticals.

Designed with NCIS + Pokemon

& Matcha Lattes - Megha | 2023