Infinite Platform

Summary

INFINITE is an in-flight digital experience platform developed by Thales to help airlines deliver next-generation passenger entertainment and service engagement. Beyond content streaming, the ambition behind INFINITE is to transform the relationship between airlines and passengers by offering personalized services, engagement features, and business insights.

To support the global rollout of the product, Thales needed more than just an IFE platform — it needed a strategic digital ecosystem to engage airline customers, educate them about the product roadmap, and facilitate continuous collaboration.

I worked in close collaboration with product stakeholders, engineering teams and airline partners to define, design, and deliver this end-to-end experience—from discovery to deployment.

Project Overview

• Role: Senior Product Designer

• Team: Product Owner, Tech Lead, 4 Engineers, DevOps

• Domain: B2B INFINITE – In-flight digital engagement

• Responsibilities: Product strategy, stakeholder alignment, UX delivery

• Methods: Workshops, Interviews, Prototyping, UX metrics, Testing

Problems identified

Despite Thales investing heavily in the development of INFINITE, the product lacked a unified digital experience to engage airlines across the full journey: from discovery, to adoption, to strategic feedback. As a result, collaboration with customers remained fragmented, manual, and reactive.

Three critical gaps were identified:

• Low product visibility

• No scalable engagement model

• Missing feedback loop

Goals

• Increase customer engagement by giving airlines direct access to Infinite content, capabilities and value

• Enable sales teams with a digital platform to deliver product education at scale

• Centralize access to product documentation and use cases to build customer understanding

• Reduce onboarding and education time for new airline prospects

• Strengthen collaboration with customers by providing a space for interaction and co-design

🎯 Success Metrics

✔️ Reduce onboarding time by –25%
✔️ Improve sales enablement efficiency by +40%
✔️ Collect structured feedback from 100% of onboarding customers

Research

Before defining the solution, we needed to understand how airline stakeholders discovered and evaluated Infinite today, and why engagement dropped after initial discussions.

I conducted co-creation workshops with Thales product and sales teams and interviews with airline commercial teams to map their decision journey and expectations. This helped surface critical gaps in product communication and collaboration.

The Infinite Engagement Platform enables airlines to explore Infinite services and collaborate with Thales in a centralized way, while helping sales teams deliver product education efficiently at scale.

From Strategy to Impact

Essential Features

The prototype brought the platform structure to life and allowed us to test how customers discover, explore and interact with Infinite before development.

Results and Impacts

The Infinite platform helped Thales strengthen engagement with airline customers and support sales growth.

🚀 Keys outcome

🎯 +55% increase in airline engagement across 3 launch regions

🎯 Shortened sales cycle by –28% thanks to self-service onboarding

🎯 Improved deal conversion during demos by +32%

Lesson learned

• When solving engagement problems, content architecture is as important as interface design.

• Self-service product education reduces sales friction and enables scale.

• Co-creating with customers builds trust and reveals real expectations faster.