Main Event Entertainment Mobile Application
Discovery, definition, and detailed design delivery of the ‘eatertainment’ brand’s first-ever native mobile applications (iOS and Android),
Existing Customer Experience Audit • Stakeholder Interviews • Qualitative User Research: On-site Interviews with Customers & Employees • Research Insights • Design Pillars & Northstar Alignment • Information Architecture • Product Voice & Tone • Prioritized MVP Feature Set • Visual Direction & Brand Alignment • Comprehensive Product Design System • Interaction Design for iOS & Android Platforms • Collaboration with Client Development Team • Sprint Delivery Prototypes • MVP Product Requirement Details • MVP Epics Backlog & User Stories • Visual QA • Customer Experience Strategy with Executive Team • Collaboration with Marketing Team & Other Agencies
Discovery, Definition, Design, Deliver
During discovery, we performed research activities to better understand our users, and in definition, we collaborated with the client to translate those insights into prioritized features and flows for the MVP product.
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Although Main Event had over 50 centers across the U.S., they did not have an app to help customers plan their visits (much less enhance visits to the center). Customers were frustrated with the multiple processes between phone, PDFs, web, and on-site required to do simple tasks like making a payment, reserving a bowling lane, or planning a birthday party. Employees struggled to provide adequate service across these processes, and customer satisfaction was at an all-time low.
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Leaders understood that a digital product could improve satisfaction and revenue, but they weren’t sure where to begin. Stakeholders had very different ideas about which features should be prioritized, and struggled to synthesize and leverage insights between comment cards, employee feedback, technical restraints, and analytics.
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Our first step was to collaborate with stakeholders across the business to align on a hypothesis and mission statement for the project.
This foundation provided guardrails for our research, helped us understand technical and business requirements, and was referenced throughout every phase of our engagement.
Kicking off our project with this framework was critical for success. It provided important alignment on our research objectives but also built consensus on things we didn’t know and needed to understand, from areas of inquiry to potential value to the business.
