A billion-dollar family entertainment company
The Dialexa design thinking methodologies unified stakeholders and identified several options. Through conducting workshops, our team was able to map out the current customer experience, leverage customer data and conduct primary user research. We then narrowed it down to the best option and approach, then iterated quickly to create a functioning prototype that could be tested with real customers in the venue.
The new kiosk experience reduces the average check-in time from 12 minutes to 93 seconds. Customer satisfaction has increased dramatically, and the reduced bay turnaround time resulted in unexpected additional revenue. This approach allowed the client to deliver a simple, intuitive, and empowering experience that requires no assistance from the staff.
We also provided new ways to gather richer data, which enables a better understanding of the customer, and continued enhancement of the experience. This new data continues to unlock new revenue opportunities. Needing less labor in the lobby reduces overhead and provides better customer support in other areas of the venue.
Ultimately, we not only transformed the check-in experience, we also transformed the client organization. The Dialexa methodologies taught them to rethink collaboration and helped focus their efforts on the customer.
Decreased check-in time by 90% from 12 minutes to 93 seconds
New data and improved experience created opportunities to capture unexpected new revenue
Enabled them to capture better customer data to enable up-sells and improve experience
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