Designing an efficient
employee experience
The VOID
The VOID is a virtual reality destination that allows guests to travel into immersive experiences.
The VOID needed a better way to handle guest ticketing and check-in. We designed and built a tablet app to allow employees — or 'hosts' — to seamlessly manage the guest experience at their physical store locations, integrating with their sales and booking platform.
Exploring the problem
The first step in proper design exploration is understanding that you are not just solving a problem, but making sure you are solving the right problem. We conducted onsite observations of how hosts were currently handling customers, ran workshops to gather requirements with technical stakeholders, and began exploring low-fidelity designs.
Making the complex simple
We uncovered a plethora of use cases in our discovery and mapped them into user flows for the different scenarios. There was often missing customer data that caused issues when guests arrived at the locations for their VR experience. Large groups of 13+ guests were an edge case, minors under age 18 needed the ability to receive parent/guardian approval, and we learned that partner locations needed a custom flow as they had limited ticketing info from the booking system.
Rapid prototyping to validate requirements
I used a low-fidelity prototype to validate the requirements and flows we uncovered in our research. In this experience, the host is immediately oriented to the next group of guests— or ‘travelers’—who will be going into the VR experience based on the timeline.
A seamless guest management experience
In the final design, we consolidated the ‘unclaimed’ passes into a single, contextual action. Hosts can easily help guests claim passes, check in guests, and manage groups – even when there is a no-show, late, or VIP guest.
About
Alivia is a Product and Experience
Design Leader based in Austin, TX.
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Alivia Duran © 2024