Problem

Figure8 needed a comprehensive technology ecosystem to improve operations and manage the end-to-end guest experience of their in person experiences for Museum of Ice Cream and Hiatus. Our team designed custom tech-powered experiential rides, interactive rooms, and digital experiences that enhanced the physical operations and CX. The challenge was to create a smart building operations and experience platform that would serve as a back-of-house tool to guide and enhance the visitor experience while navigating physical in-person experiences.

Solution

I led a product team in the design of a robust platform to improve the in-house operations, and manage and enhance the guest experience. Our team worked on product management, UX, visual design, feature mapping, user flow, strategic roadmap, research, and budgeting. We created a smart building operations and experience platform that monitored interaction level, dwell time, real-time sentiment analysis, and other crucial features with of goal of enhancing the customer experience.

Impact

Improved guest experience by 31%
Estimated increased operational efficiency by 40%
Estimated increased occupancy and visitor management flow by 23%
Estimated reduced wait times by 25%

Team

Team Member #1 - Product Manager
- Oversaw project management from start to finish
- Mapped out features for the platform
- Crafted user flows for seamless navigation of the platform
Team Member #2 - UX Designer
- Led UX design efforts for the platform
- Crafted user interfaces for various touchpoints of the guest journey
- Incorporated feedback from stakeholders into designs for optimal results
Team Member #3 - Visual Designer
- Led UI/visual design efforts for the platform, web, tablet, kiosk and mobile
- Crafted branding assets and brand guidelines
Team Member #4 - Strategist
- Led UI/visual design efforts for the platform, web, tablet, kiosk and mobile
- Created pitch deck used in the acquisition of pre-seed funding
Team Member #5 - Front End Developer
- Led front end development efforts for the platform
- Crafted user interfaces for various touchpoints of the guest journey
- Created component library from UX/UI assets
- Incorporated feedback from stakeholders into designs for optimal results
Team Member #6 - Back End Developer
- Led back end development efforts for the platform
- Spec'd feature list for development roadmap
- Lead QA testing and deployment

Smart building Operations and Experience Platform