In January 2021, we began a series of Agile Sprint cycles to reimagine a skier’s customer experience and answer the question: how can we cut queue times and get a skier onto the snow faster and with less hassle? We pulled apart every touchpoint that a skier has with the ski field – from checking out snow information through to buying their passes, hiring gear, ordering food, and booking lessons. For example, in the past, if a family wanted to book their ski passes, they would have an online form where they could fill out the details for each family member. The catch was that the needs of each family member could be quite different, and they couldn’t see the total price until the end of the process. We used an iterative, human-centred process to design the game-changing InTouch Ski App. First we analysed pain points across skier workflows to identify frustrations. Next, we rapidly prototyped concepts focused on simplicity and convenience for users. Then, extensive usability testing and incorporating user feedback enabled refinement. After, we developed an integrated, data-driven product to optimise every aspect of a ski visit. Finally, we implemented a sleek, engaging UI/UX to bring the vision to life. We flipped the process around and created an intelligent product matrix. In the new Intouch Ski App, a family can immediately see real-time pricing based on variables such as age, product and ski field. They can apply discounts and upgrades, check ski instructor schedules and make a booking – all within the same app. When they get to the ski field, all the skier has to do is walk in, pick up their pre-ordered hire gear, food and drink and start skiing! No more long queues, no more hassle. ​