Thayna Ranny

Reframed a website request into a service-to-digital product strategy covering audience clarity, offer architecture, trust signals, content hierarchy and conversion logic. Translated founder vision, stakeholder input and service complexity into clearer information architecture, journey logic and screen-level design priorities. Created discovery artefacts including stakeholder interview notes, assumption log, decision log and insight log to separate knowns, unknowns and assumptions before design. Defined the next design layer through UX copy direction, low-fidelity wireframes, validation planning and structured design decisions in Figma/FigJam. Used AI-assisted synthesis to accelerate research organisation while preserving human nuance, clarity and evidence-based product thinking.

Mapped guest and crew journeys across digital, physical and in-flight environments, identifying pain points, emotional moments, lifecycle flows and optimisation opportunities. Contributed to cabin app concepts, crew-facing tools, service recovery kits, personas, journey maps, training content and operational guidance. Partnered with product, brand, operations, training and technology teams to align user needs and business goals with operational constraints. Synthesised behavioural observation, VoC signals, feedback and stakeholder input into service blueprints, experience principles and digital product ideas. Supported GACA/AOC certification readiness through structured experience documentation and service standards that contributed to launch readiness.

Built two consumer brands from scratch, owning customer journey, positioning, content, pricing, consultation flows, retail/pop-up experience and launch decisions. Scaled SmartBeauty to 5,000+ clients through consultation flows, retention strategy and CRM in Asana; expanded into B2B distribution with 10+ salon partners. Turned customer behaviour, service feedback and business constraints into clearer offers, trust-led journeys and revenue opportunities.