PORTAL VR

ROLE
Sunny Lee - User Researcher, Interaction Designer, Information Architect, Visual Designer

DURATION
2 Weeks

CLIENT
Portal VR - Conceptual Client

TOOLS
Sketch, InVision, Omnigraffle, Pen & Paper, Post-Its, Whiteboard, Keynote

PLATFORM
Responsive Website

OVERVIEW

PROBLEM

During peak seasons, Portal relies on booth reservations to predict staffing needs. However, due to high in-store customer assistance levels, employees are not always able to follow up on event inquiries or booth rental policies since the majority of those requests come in over the phone.

GOALS

• Decrease customer inquiries made over the phone by 25%.

• Strengthen connection with existing customers and enhance their existing loyalty program.

SOLUTIONS

• Created a reservation framework explains the booth policies, different games available in each booth based on age appropriateness, and available times.

• Developed a form that allows users to place inquiries on event spaces for different types of events and parties, so employees can follow up during their downtime.

• Simplified site navigation and information architecture.

KEY PERFORMANCE INDICATORS

• Reduced percentage of event inquiries made over the phone.

• Amount of new users signing up and tracking MVP rewards.

NEXT STEPS

• Analyze website traffic and use data to predict staffing needs.

• Evaluate player profiles and make suggestions based on purchase histories.

• Develop more avenues for clientele to get in touch with the vendor.

LESSONS LEARNED

The multidisciplinary nature of the user experience role was both exciting and challenging. I enjoyed identifying problems, experimenting with solutions and validating those instincts with qualitative/quantitative results.

CASE STUDIES