01 | Inquiry:
What features do guests want in an app designed to navigate the park, find food options, and check wait time for the new Wizarding World of Harry Potter?
02 | Investigation:
Hypothesis:
Mobile app users want to feel as though they have “insider knowledge” to maximize their time at the theme park and experience less time waiting in lines.
Methodology:
Several dozen usability sessions/intercepts conducted in the theme park at Universal Studios Hollywood. Participants were asked to use the app for various tasks.
03 | Insights:
Mobile users want to feel like they have a “leg up” on the general population and have special access to information that will provide a better experience and maximize their time in the park, particularly as it relates to wait times.
04 | Initiative:
Provide a user experience with features that offer mobile users exclusive information to make them feel like insiders.