Qantas Business Rewards is a program which allows Australian businesses to earn and spend points on everyday business expenses with over 50 partners and bookings with over 200,000 partner hotels.
Qantas Business Rewards approached We Discover to investigate and validate a potential opportunity for an SME (small and medium-sized enterprise) ecosystem to provide value to drive engagement, increase revenue and grow their member base of Australian businesses.
Using our lean research and design frameworks, we conducted ten weeks of customer research to discover and validate problem areas amongst SMEs in Australia and ran a number of internal ideation workshops to see what solutions could be best implemented.
Through one-on-one interviews, we spoke with more than 50 Australian businesses, including existing Qantas Business Reward members, companies, sole traders and startups about the difficulties they face on a day-to-day basis.
Our customer research acted as a catalyst for Qantas Business Rewards to pivot their thinking from a preconceived product to a focus on building solutions which are more closely aligned to the validated problem areas for SME’s.
Our approach and insights were showcased to other areas of the business as an example of how Qantas Business Rewards could become more customer-centric.
