Team Session for Aviasales
An in-person session that aligned the whole team after a reorganisation — they mapped a 12-step process together, surfaced 70 improvement ideas, and raised process clarity from 60% to 80%.
The client: Aviasales
Aviasales is a flight search and booking platform that has been helping travellers find the cheapest air tickets since 2007.
What brought Aviasales to us
In late 2025, the creative production team was reorganised and merged into the advertising team. The transition left many open questions — about roles, responsibilities, and communication — that needed to be resolved.
What the session needed to achieve
Refine the special projects creation process within the team's new structure — clarify responsibilities, improve communication, and close the blind spots with the sales and accounting teams. Move from "I only see my slice of the process" to "I fully understand who does what and how, so we can create the best special projects in the market."
Show the production team the opportunities the new setup brings — how they and the special projects format can evolve. Help them navigate the change by shifting from an "us vs. them" mindset to "we work together to create exceptional special projects for our clients."
In two days the team didn't just reflect on the reorganisation and release the tension — they achieved genuine clarity on their key processes. They brought full energy and honesty to discussions of blind spots and things that weren't working. By the end, they had a functioning mechanism and a clear process — no more time spent figuring out how to operate, just space to create.
The session gave the team a chance to step out of their usual roles and look at their work — even the hardest parts — through the eyes of the sales team and clients. That shift changed how they saw the changes: not as obstacles, but as opportunities. If we were to put it in a metaphor, we walked in with an instruction manual and an unassembled box of furniture, and walked out into a beautifully arranged space that was made for the team.
What's inside
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How we prepared
- Pre-session with the client: discussed the request and built a preliminary plan, with the scenario visualised in Miro
- 9 in-depth individual interviews with all session participants
- 3 planning sessions with the team leader — to align the plan and step-by-step scenario
- Short video interviews recorded with colleagues from the sales and accounting teams
- A custom case study developed for practice and analysis during the session
- Before the session, participants built a Miro moodboard: "How I see our team right now"
Session programme
Alignment & Reflection Space
Gathering expectations; defining the key success metric — clarity — measured at the start and end. "User manual to me" exercise in small groups, then "User manual to us" as a team. Opening words from the team leader: the history of the special projects team, their goals and vision.
Action Roadmap & Cross-Team Interaction
Categorising improvement initiatives by area, owner, and deadline. "A day in the life of a sales manager" — through a retrospective exercise, the team understood their colleagues' responsibilities and challenges, then co-created a concrete interaction plan with the sales team.
Future Image & Process Decomposition
The team built a picture of themselves in February 2027. Then a step-by-step analysis of the 12-stage special projects process through 4 lenses: what's broken, blind spots, what's working, and how to optimise. For several stages — video interviews with sales and account colleagues. Result: 70 improvement initiatives.
Case Study & Vision for the Future
Solving a real case from the perspectives of a sales manager and a client (tight deadlines, shifting brief, difficult client) — the team developed a new approach to collaboration. Brainstorming new client engagement formats. Closing reflection: our team in a year, and the opportunities now within reach.
Session results
- Process clarity increased from 60% to 80% — measured at the start and end of the session
- A prioritised list of improvement initiatives — internal and cross-team — with owners and deadlines
- A portrait of the "ideal client" for special projects
- A plan for building a working relationship with the sales and account teams
- A new approach to handling complex client cases
- A list of new formats for client engagement and special projects
What the client said
Overall, my main criterion is whether reality matches expectations. Everything that was important to us got addressed, and it was genuinely useful. The team also shared very positive feedback, so I'm super happy.
One area for growth — Day 2 felt a little rushed. We formulated clear steps and initiatives, but the ideas the team got inspired by were closed off a bit too quickly. There was a sense of incompleteness: we generated ideas and voted, but it wasn't fully clear what happens next. I think that deserved more time and focus — though for a 1.5-day session, that's probably expected.
One thing that worked especially well was integrating our one remote participant. There was zero discomfort — he was included naturally in every activity, and it actually added energy and brought everyone even closer together. I was nervous about that part, but it turned out better than I expected.
Thank you so much, Katya! It was such a pleasure to work with you — nothing but gratitude.
Katya, you're amazing! You dived deep into our context, kept us focused when discussions went off track, and were just brilliant throughout. Thank you for the session!
Thank you so much! The session was wonderful — comfortable and productive! After Day 1 I felt completely wrung out — but in the best way, like the day after a great workout. You're exhausted, but you've done so much good work and it just feels right 🙂