Melbourne Airport
Crafting a welcoming onboarding experience for Melbourne Airport’s new travel companion app.
Product Design
·
Mobile App Design
·
Interaction Design
© 2026 — DEBBIE ZHONG
THE CHALLENGE
The onboarding experience needed to quickly communicate value, familiarise users with a new interface, and encourage set up behaviours - without creating friction or overwhelming users in the first few moments.
In simpler terms, the onboarding experience needed to support an increased adoption of core app features, reduced drop off rates during permission requests, improve user perception and encourage active engagement.
THE QUESTION
How might we create a welcoming, stress-free onboarding experience that introduces the app’s value, builds trust, and encourage engagement from download?
THE THINKING BEHIND THE DESIGN
1/ Reduction of uncertainty
Focus on introducing high-value features early - journey planner, flight tracking - explaining to users immediately how the app could help them throughout their trip.
2/ Build trust, reduce friction
Permission requests, legal documentation were designed to feel transparent and contextual so they understood why information was being requested.
3/ Keep the experience stress-free
The flow used simple and digestible steps, presenting important actions only as others can be learned contextually within the app.
The tone of voice was crafted to be empowering ‘you can’ and ‘we will’ to position the us as an authoritative voice travellers can rely on.
THE RESULT
The onboarding excited and welcomed travellers to the mobile app experience - helping them feel more prepared and confident in their journey.
Bringing it to life
EVERY SCREEN PRIORITISED CLARITY, SIMPLICITY AND MOMENTUM.
Using Melbourne Airport’s refreshed design system, we created a modular onboarding template that was both functional and created consistency while accelerating delivery.
Interaction cues brought the experience to life, creating cues to help users familiarise themselves with the app.
WHAT MY TEAM SAID
We probably just got one of the best on the spot reactions thus far, from a notoriously tricky melair client on some work Debbie did last week. In the room said "Love it, don't change it at all"
Davey S – Lead Designer on Melbourne Airport project
