Reimagine a skier's customer experience
Reimagine a skier's customer experience
Reimagine a skier's customer experience

InTouch Technology is a New Zealand company with a solid reputation for building sales and retention software for health and fitness clubs. As a company, InTouch had a new challenge to solve. They wanted to expand their business into the ski field market, but they also knew that their tech was 16 years old, and it needed an overhaul.

InTouch Technology approached us to partner together to revolutionize the ski industry by designing an innovative mobile application focused on improving skiers' experiences. By collaborating to reimagine outdated technology and every touchpoint of a skier's journey, we helped InTouch pioneer a transformative solution that sets a new standard for customer engagement.









Our Roles

Customer Experience

User Experience



The Challenge

How might we reduce friction throughout the journey to get the whole family up on the mountain. Considering every touch point — checking the weather, buying passes, hiring gear, ordering food and booking lessons?

Our Approach

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. ​

The Outcome

The InTouch Ski App is a breakthrough product and a great example of a New Zealand company shaking up an entire industry and leading the way in tech on a global scale.

Dane Tatana

Managing Director, Journey

InTouch Ski App is a break-through product, showing how New Zealand can lead the way in tech on a global scale.”