Victoria McKenzie
I hope you're having a lovely day!
MT BULLER
TIMELINE
2025, ongoing
ROLE
UX/UI Designer
KEY SKILLS
UX Analysis, User Research, UI Design, Visual Design Systems
My Role
UX/UI Design within Mt Buller is focussed on representing the customer experience and advising on guest experience through various different digital means. This includes working cross-functionally with external developers and Product Managers, other departments, and external stakeholders/mountain operators to manage the website and app. My role is to champion the user experience stakeholders at every step, designing intuitive flows to make booking a trip to Mt Buller as easy and enjoyable as possible.
The Overview
My work has included a variety of different areas spanning across the business and customer journey. From redesigning core ecommerce flows, to informing first-timers of the right information, all the way through to designing the screens used for Rental & Retail prices, Lift Status, as well as advertising in-resort. Here are some snippets of some of the work I've personally led:
1.
UX/Usability Analysis
Developed core website usability report, by collating user research, MS Clarity, GA4, SEO/SEM results and 2000+ survey responses, to discover key guest experience problems and outline UX success criteria.
2.
Booking Flow Redesign
Iteratively redesigned the navigation, information architecture and content of the Mt Buller website to create the most seamless journey for guests, especially first-timers looking to book a trip.
3.
Visual Design Systems
Developed visual design system for ‘Season Membership 2026’ campaign, by creating a dynamic Figma file and usage guidelines, resulting in cohesive assets across marketing channels, including EDMs, socials, website landing page in CMS and on-mountain advertisements.
4.
Wireframing & Prototyping
Created new wireframes and prototypes as part of end-to-end design processes for 'What's On' functionality as well as product and infromational pages - to improve clarity and experience.
5.
QA Collaboration w/ Devs
Collaborated closely with external team of developers, by providing feedback and ensuring design fidelity, leading to the iterative development of integrated ecommerce functionality - a world first for the ski industry.
6.
FE Development
Implemented HTML/CSS solutions with APIs and RSS feeds to create dynamic screens used throughout the ski resort - including a live weather board, guest leaderboard and Fire Danger status.
Season Membership 2026 Campaign
One of the tasks I was heavily involved in at Mt Buller was the launch of the biggest product for the company, the Season Membership 2026 campaign. I redesigned the visual identity of the SM26 product to be entirely unique - with a light blue different to other products. I created a Figma file and educated my team on how to use it, leading to consistent assets across website, social media, EDMs and in-resort channels.
The key task, however, was to leverage UX/UI to help the user easily flow from the Mt Buller landing page, to the Season Membership page - then effectively communicate the product information and push to checkout. I did this through custom graphics, popups and other key CTAs to support the guest's journey.
During the campaign period, the Season Membership page became the most popular page for users to visit from the home page, with over 23% click through rate.
User Research, Survey Analysis and UX Reporting
At Mt Buller I drove user research methods to more effectively understand our customers. As a part of putting together a UX and Usability report, I installed MS Clarity onto the Mt Buller Site as well as utilising Google Analytics (GA4). The largest avenue for feedback however is our post-depature survey sent after guests leave the resort. Collating feedback specific to customers online ticketing and website/app touchpoints from over 2000+ users was a great way to understand friction points and define new goals for the digital ecoystem - which I then outlined in a 10-year roadmap and presented to the company.
In-Resort Designs
In addition to managing the website, my role in UI design occasionally stretched to in-person touchpoints such as designing the interfaces for the Rental and Retail pricing, Village square advertisements and leaderboard. Some of these tasks required front end development to create dynamic designs, which I implemented using HTML/CSS, pulling data from either RSS or API feeds.
Reflections
There has been an enormous amount of fun, customer-facing work I have had the privilege of leading this year at Mt Buller. Mt Buller is dedicating itself and its team to improving the customer experience, and it is an honour to have been able to outline the digital direction to work towards as a company and lead the UX efforts within the team.
I care deeply about my work and am passionate about making a positive impact through my designs. I've thoroughly enjoyed prioritising the guest and creating simpler, more intuitive digital experiences.
For more of my work, feel free to reach out and I'm happy to take you through what I've been working on.
