Mobile App \\\\ Circa 2022
ROLE
Senior Product Designer
Team
Myan Aljets, Creative Director
Liz DeMartino, Head of Design
Nash Grey, Design ResearchTeam of 3 developersTeam of 2 offering managers
the client
A Texas based mini-chain with 50+ locations
Bowling, billiards, laser tag & arcade, including full bar and restaurant
Host corporate and birthday parties
Acquired by Dave & Busters in 2022
Consumer app
Twilio
Core Connect
Spot On
Salesforce
Qubica
Kiosk
Team Member App
In-Center
Printer
Microsoft POS
Landline
Walkies
Stakeholder Map
While every team member is key, identifying the impact and potential allows us to focus our efforts.
CUSTOMER IMPACT
DINING HOST
SERVER ASST
F&B RUNNER
GAMES
ATTENDANT
BARTENDER
BOWL
ATTENDANT
SHIFT
MANAGER
TECH
LINE COOK
GM
EVENT
COORDINATOR
SERVER
TEAM SERVICE
CAFE
ATTENDANT
BRAND
AMBASSADOR
PARTY HOST
CUSTOMER EXPERIENCE IMPACT INCREASES TOWARD THE CENTER
REVENUE POTENTIAL
DINING HOST
SERVER ASST
F&B RUNNER
GAMES
ATTENDANT
BARTENDER
BOWL
ATTENDANT
SHIFT
MANAGER
TECH
LINE COOK
GM
EVENT
COORDINATOR
SERVER
TEAM SERVICE
CAFE
ATTENDANT
BRAND
AMBASSADOR
PARTY HOST
REVENUE IMPACT INCREASES TOWARD THE CENTER
The pain points
Systemic problems team members were caught in a loop of avoidable problems.
Bound by constraints
Inability to adapt in real-time to overcome disappointment due to logistical and process-related barriers creates anxiety and fear due to lack of control
Feel every touchpoint
Guests perceive dozens of touchpoints for payment, queue, food, cards, etc. as tedious, outdated, and less value for the price
Experience debt
New problems and cost are created--as well as higher margin for error-- by inefficient processes and tools
Over-compensating
Employees spend more time compensating for disappointment than anticipating how to make every guest feel special and valued
How might we...
Empower and show value to team members and equip them in providing fluid and memorable moments for guests
LOW
HIGH
HIGH
LOW
- Managing guest information to prep for large groups
- Easy access views while in service that include their itinerary and notes
- TMs empowered to provide service no matter where they are
- Empower team members to see itineraries
- Guest messaging TM about reservations (adding/modifying)
- Allow team members to communicate quickly each other for ground cover
- A mode for when TMs are on the floor interacting with guests
- A mode for TMs evaluating internal information, training and assessing staffing
- Guest messaging TM special requests
- Team member profiles
- Schedules and shifts
- Creating conversation about career growth with managers
- Away to recognize stellarwork
level of impact
Revenue potential
Areas of Focus
STRATEGIC FOCUS
HIGHLIGHT FEATURES
USER VALUE
Visibile
Give an overview of the center, a brief summary of the activity, and options to examine further details.
Quickly and easily access the information they need
Actionable
Micro view of guest itineraries with searchable, sortable, and filterable activity sections.
View details in one place, making planning and managing itineraries easier
Connect
Suggest more ways to engage using all information inputs, fill in time gaps for guests, and "always be closing.”
Keep guests engaged and fill any gaps in their itinerary
Helpful
Offer conflict resolution, easy refunds/rebooking, compensation for unhappy guests, and prioritize proactive solutions.
Ensure guest satisfaction, positive experience and trust in service
Concept 1
Card View
Visible
Actionable
Helpful
Concept 2
Command Center
Visible
Actionable
Helpful
Concept 3
Search Parties
Visible
Actionable
Helpful
Concept 4
Wait List View
Visible
Actionable
Connect
Concept 5
Stay Informed
Visible
Connect
Helpful
Consumer app
Kiosk
Team Member App
In-Center
App Impact
60%
faster checkout process for guests
4.7
stars in the apple app store
55%
increase in ambiance score
12
mins reduced queue times
Work
About
Contact
Main event app
An entertainment and event venue transforming digital booking experience for guests who wants to bowl.
Mobile App \\\\ Circa 2022
ROLE
Senior Product Designer
Team
Myan Aljets, Creative Director
Liz DeMartino, Head of Design
Nash Grey, Design ResearchTeam of 3 developersTeam of 2 offering managers
the client
A Texas based mini-chain with 50+ locations
Bowling, billiards, laser tag & arcade, including full bar and restaurant
Host corporate and birthday parties
Acquired by Dave & Busters in 2022
Many Systems, No Ecosystem
To have a truly seamless ecosystem, these tools don’t need duplication, but communication between them. This will remove a majority of the gap filling that the team members don’t even realize they are needing to do.
Consumer app
Twilio
Core Connect
Spot On
Salesforce
Qubica
Kiosk
Team Member App
In-Center
Printer
Microsoft POS
Landline
Walkies
Stakeholder Map
While every team member is key, identifying the impact and potential allows us to focus our efforts.
CUSTOMER IMPACT
DINING HOST
SERVER ASST
F&B RUNNER
GAMES
ATTENDANT
BARTENDER
BOWL
ATTENDANT
SHIFT
MANAGER
TECH
LINE COOK
GM
EVENT
COORDINATOR
SERVER
TEAM SERVICE
CAFE
ATTENDANT
BRAND
AMBASSADOR
PARTY HOST
CUSTOMER EXPERIENCE IMPACT INCREASES TOWARD THE CENTER
REVENUE POTENTIAL
DINING HOST
SERVER ASST
F&B RUNNER
GAMES
ATTENDANT
BARTENDER
BOWL
ATTENDANT
SHIFT
MANAGER
TECH
LINE COOK
GM
EVENT
COORDINATOR
SERVER
TEAM SERVICE
CAFE
ATTENDANT
BRAND
AMBASSADOR
PARTY HOST
REVENUE IMPACT INCREASES TOWARD THE CENTER
The pain points
Systemic problems team members were caught in a loop of avoidable problems.
Bound by constraints
Inability to adapt in real-time to overcome disappointment due to logistical and process-related barriers creates anxiety and fear due to lack of control
Feel every touchpoint
Guests perceive dozens of touchpoints for payment, queue, food, cards, etc. as tedious, outdated, and less value for the price
Experience debt
New problems and cost are created--as well as higher margin for error-- by inefficient processes and tools
Over-compensating
Employees spend more time compensating for disappointment than anticipating how to make every guest feel special and valued
How might we...
Empower and show value to team members and equip them in providing fluid and memorable moments for guests
Aligning Opportunities
Using the same matrix of customer impact and revenue potential to map the opportunities will begin outlining a path toward a successful tool
LOW
HIGH
HIGH
LOW
- Managing guest information to prep for large groups
- Easy access views while in service that include their itinerary and notes
- TMs empowered to provide service no matter where they are
- Empower team members to see itineraries
- Guest messaging TM about reservations (adding/modifying)
- Allow team members to communicate quickly each other for ground cover
- A mode for when TMs are on the floor interacting with guests
- A mode for TMs evaluating internal information, training and assessing staffing
- Guest messaging TM special requests
- Team member profiles
- Schedules and shifts
- Creating conversation about career growth with managers
- Away to recognize stellarwork
level of impact
Revenue potential
Competitive Analysis
Key Takeaways
Informed teams source of truth
Prepared teams perform better when given information about their shift and tasks, leading to improved performance overall.
Communication reaching the right people
Communication should be mobile, across platforms, and open between internal and external parties.
Team member empowerment
Creating autonomy for team members to adjust hours, delegate, and see what is happening in the facility gives a sense of control
Real-time right here right now
Real-time data can help manage capacity and staffing and help avoid gaps in service or quality
Areas of Focus
Concept 1
Card View
Visible
Actionable
Helpful
Concept 2
Command Center
Visible
Actionable
Helpful
Concept 3
Search Parties
Visible
Actionable
Helpful
Concept 4
Wait List View
Visible
Actionable
Connect
Concept 5
Stay Informed
Visible
Connect
Helpful
Bigger Picture
Integrating with existing apps
To make things great for guests, team, and operations, we need to consider many things at once. We can figure out the most important things by breaking down and putting together all the different factors.
Consumer app
Kiosk
Team Member App
In-Center
App Impact
60%
faster checkout process for guests
4.7
stars in the apple app store
55%
increase in ambiance score
12
mins reduced queue times
Work
About
Contact
Main event app
An entertainment and event venue transforming digital booking experience for guests who wants to bowl.
Mobile App \\\\ Circa 2022
ROLE
Senior Product Designer
Team
Myan Aljets, Creative Director
Liz DeMartino, Head of Design
Nash Grey, Design ResearchTeam of 3 developersTeam of 2 offering managers
the client
A Texas based mini-chain with 50+ locations
Bowling, billiards, laser tag & arcade, including full bar and restaurant
Host corporate and birthday parties
Acquired by Dave & Busters in 2022
Many Systems, No Ecosystem
To have a truly seamless ecosystem, these tools don’t need duplication, but communication between them. This will remove a majority of the gap filling that the team members don’t even realize they are needing to do.
Consumer app
Twilio
Core Connect
Spot On
Salesforce
Qubica
Kiosk
Team Member App
In-Center
Printer
Microsoft POS
Landline
Walkies
Stakeholder Map
While every team member is key, identifying the impact and potential allows us to focus our efforts.
CUSTOMER IMPACT
DINING HOST
SERVER ASST
F&B RUNNER
GAMES
ATTENDANT
BARTENDER
BOWL
ATTENDANT
SHIFT
MANAGER
TECH
LINE COOK
GM
EVENT
COORDINATOR
SERVER
TEAM SERVICE
CAFE
ATTENDANT
BRAND
AMBASSADOR
PARTY HOST
CUSTOMER EXPERIENCE IMPACT INCREASES TOWARD THE CENTER
REVENUE POTENTIAL
DINING HOST
SERVER ASST
F&B RUNNER
GAMES
ATTENDANT
BARTENDER
BOWL
ATTENDANT
SHIFT
MANAGER
TECH
LINE COOK
GM
EVENT
COORDINATOR
SERVER
TEAM SERVICE
CAFE
ATTENDANT
BRAND
AMBASSADOR
PARTY HOST
REVENUE IMPACT INCREASES TOWARD THE CENTER
The pain points
Systemic problems team members were caught in a loop of avoidable problems.
Bound by constraints
Inability to adapt in real-time to overcome disappointment due to logistical and process-related barriers creates anxiety and fear due to lack of control
Feel every touchpoint
Guests perceive dozens of touchpoints for payment, queue, food, cards, etc. as tedious, outdated, and less value for the price
Experience debt
New problems and cost are created--as well as higher margin for error-- by inefficient processes and tools
Over-compensating
Employees spend more time compensating for disappointment than anticipating how to make every guest feel special and valued
How might we...
Empower and show value to team members and equip them in providing fluid and memorable moments for guests
Aligning Opportunities
Using the same matrix of customer impact and revenue potential to map the opportunities will begin outlining a path toward a successful tool
LOW
HIGH
HIGH
LOW
- Managing guest information to prep for large groups
- Easy access views while in service that include their itinerary and notes
- TMs empowered to provide service no matter where they are
- Empower team members to see itineraries
- Guest messaging TM about reservations (adding/modifying)
- Allow team members to communicate quickly each other for ground cover
- A mode for when TMs are on the floor interacting with guests
- A mode for TMs evaluating internal information, training and assessing staffing
- Guest messaging TM special requests
- Team member profiles
- Schedules and shifts
- Creating conversation about career growth with managers
- Away to recognize stellarwork
level of impact
Revenue potential
Areas of Focus
Concept 1
Card View
Visible
Actionable
Helpful
Concept 2
Command Center
Visible
Actionable
Helpful
Concept 3
Search Parties
Visible
Actionable
Helpful
Concept 4
Wait List View
Visible
Actionable
Connect
Concept 5
Stay Informed
Visible
Connect
Helpful
Bigger Picture
Integrating with existing apps
To make things great for guests, team, and operations, we need to consider many things at once. We can figure out the most important things by breaking down and putting together all the different factors.
Consumer app
Kiosk
Team Member App
In-Center
App Impact
60%
faster checkout process for guests
4.7
stars in the apple app store
55%
increase in ambiance score
12
mins reduced queue times