MSG 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.
Re-Inventing For Our Audience
Main responsibilities included:
Feedback through in-person interviews, customer research, app store reviews and CS tickets told us:
#1 Pain Point for Attendees = Extremely Long Lines
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
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.
