Universal Studios Hollywood

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:

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.

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.

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