Designing for Momentum: Leadership, Innovation, and AI-Driven Insights in App Development
Flybuys, Australia’s rewards leader, partnered with Torii Consulting to maintain momentum during the critical development of their new customer app. With a Senior Design Manager embedded for six months, we provided strategic leadership, strengthened team culture, and introduced pioneering design practices to help Flybuys push the boundaries of customer experience.
What We Delivered
Leadership Through Transition
Torii provided steady, experienced leadership to maintain delivery velocity while a senior team member was on paternity leave. Our Senior Design Manager worked closely with CX, Service Design, and Product Design teams to keep focus sharp and morale high.
AI-Powered Customer Insights
We led a groundbreaking trial of AI-moderated user research, combining six human-led sessions with 25 AI-powered interviews in just three days. This hybrid approach fast-tracked insight gathering, challenged assumptions, and delivered rich, shareable learnings across the business. The work was later featured in Connector Magazine, recognising Torii as a trailblazer in applied AI for research.
Design Sprints and Strategic Facilitation
To sharpen focus and accelerate progress, we introduced Google Ventures-style design sprints and facilitated collaborative workshops. These practices helped the team rapidly test ideas and make confident product decisions.
Operational Uplift
We embedded sustainable design operations to streamline delivery and improve cross-functional collaboration, equipping the team with repeatable workflows that extended well beyond the six-month engagement.
Why It Matters
This collaboration showcased the power of embedding seasoned design leaders in high-stakes projects. With Torii’s guidance, Flybuys hit key app milestones, explored emerging technologies, and nurtured meaningful team growth - all while strengthening its position in a competitive market. Our work demonstrates how the right leadership at the right moment can spark lasting transformation, within teams and for the millions of customers they serve.