Context

Context

Universal Orlando Resort sought to enhance guest experiences by promoting a special after-4pm discount on their Express Pass, a valuable tool for skipping lines. Despite the attractiveness of this offer, awareness was low due to limited advertising within the park.

Universal Orlando Resort sought to enhance guest experiences by promoting a special after-4pm discount on their Express Pass, a valuable tool for skipping lines. Despite the attractiveness of this offer, awareness was low due to limited advertising within the park.

Problem

Problem

Many guests were unaware of the Express Pass discount available after 4pm, as the promotion was only indicated on small signs in less frequented areas of the park. This lack of visibility meant that many visitors missed out on a significant opportunity to enhance their park experience at a reduced cost.

Many guests were unaware of the Express Pass discount available after 4pm, as the promotion was only indicated on small signs in less frequented areas of the park. This lack of visibility meant that many visitors missed out on a significant opportunity to enhance their park experience at a reduced cost.

Solution

Solution

To address this, I led the product and design efforts to implement a push notification system within Universal's mobile app. This system was designed to alert guests of the discounted Express Pass in a timely and engaging manner. We developed wireframes and prototypes that emphasized clarity and ease of use, ensuring guests could understand and act on the offer without disrupting their park experience. The final design included clear options to switch between parks and detailed explanations of the offer's limitations to preempt potential confusion and customer dissatisfaction.

User Testing and Refinement

User Testing and Refinement

We conducted extensive user testing in the park, gathering feedback directly from guests. This hands-on approach allowed us to refine the interface and improve the communication strategy based on real user interactions and preferences. The testing highlighted the importance of clear and non-intrusive notifications, leading to adjustments in both the visual design and the copy used in the notifications.

We conducted extensive user testing in the park, gathering feedback directly from guests. This hands-on approach allowed us to refine the interface and improve the communication strategy based on real user interactions and preferences. The testing highlighted the importance of clear and non-intrusive notifications, leading to adjustments in both the visual design and the copy used in the notifications.

Outcome

Outcome

The project was a success, significantly increasing the uptake of the Express Pass after 4pm. Guests appreciated the ease with which they could access and understand the offer, leading to a more enjoyable park experience and increased customer satisfaction. This initiative also paved the way for further digital enhancements and sales opportunities within Universal's mobile platform.

The project was a success, significantly increasing the uptake of the Express Pass after 4pm. Guests appreciated the ease with which they could access and understand the offer, leading to a more enjoyable park experience and increased customer satisfaction. This initiative also paved the way for further digital enhancements and sales opportunities within Universal's mobile platform.

Work together, mentorship, or just want to chat?

Let's connect! I look forward to meeting you

histephtorres@gmail.com

Work together, mentorship, or just want to chat?

Let's connect! I look forward to meeting you

histephtorres@gmail.com

Work together, mentorship, or just want to chat?

Let's connect! I look forward to meeting you

histephtorres@gmail.com

Work together, mentorship, or just want to chat?

Let's connect! I look forward to meeting you

histephtorres@gmail.com