Designing the first in-venue app.
After a successful Beta launch of the Madison Square Garden Venue App we took a step back and re-evaluated the CX after a seasons worth of data and feedback.
MAIN RESPONSIBILITIES
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Led team research, testing, and executive presentations for alignment.
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Hands-on team lead for UX, UI, visual and brand design direction for the entire product.
Feedback through in-person interviews, customer research, app store reviews and CS tickets told us:
#1 Pain Point for Attendees = Extremely Long Lines
Solution #2
Concessions
Pick up and delivery ordering for venue concessions to reduce wait times at the open and halftime.
Solution #1
Ingress
Digital ticketing reduced time to entry and new app-entry lanes were added to promote the feature.
Mapping The Experience
To account for all use cases, I personally mapped out various paths our users could potentially take so we could understand how the app flowed and also how it was integrated into real would experiences such as food ordering and pick-up.
Prototype Validation
We tested in venue with wireframe prototypes with internal employees and season ticket members to help to quickly identify usability as we parallel-pathed an atomic and component based visual style library.
Atomic + Component Library
To help stand out in the venue we chose the proprietary color of purple and developed the system around that.
Putting It All Together
It’s always fun to see all the pieces come together into a cohesive experience.
In-Venue Presence
The app was promoted in dozens of locations throughout the venue and was announced during halftime and displayed on Gardenvision throughout our events.
Overall Performance
The app outperformed on all metrics with the app store rating climbing from a 3.4 to a 4.7 in a matter of months.
Note: YOY Performance.
Check it out on the iOS App Store. | Check it out on Google Play.
+405%
Weekly Downloads
4.7
App Store Rating
+125%
Active Daily Users