Skyscanner
A loyalty programme
for every journey
Skyscanner Loyalty
Designed Skyscanner's first loyalty programme — a 0-to-1 product enabling travellers to earn and redeem rewards across flights, hotels and car hire.
Strong top-of-funnel.
Low repeat usage.
Skyscanner had millions of users comparing prices — then booking elsewhere. No mechanism existed to reward loyalty or bring users back.
Research across 6 markets
and 12 loyalty programmes
Ran discovery with frequent travellers to understand what motivated loyalty behaviour. Competitive analysis identified the moments where loyalty could create genuine, felt value — not just abstract points.
Earning mechanics
that felt fair and motivating
Designed the full loyalty experience — tier structure, earning mechanics, member dashboard, and reward redemption. Built a component library to support the new surface area across web and mobile.
Aligning a CPO and four PMs
before a frame was drawn
The hardest design work on this project wasn't the UI — it was getting four PMs and a CPO to agree on what the loyalty programme was actually for. I wrote and facilitated a design brief workshop that surfaced three competing visions of success. We resolved them before design started, which meant zero major pivots during build.