A world renowned theme park approached our team to innovate the visitor experience throughout their parks to make the CX more personalized, seamless and engaging.
How might we personalize the visit experience in Theme Parks using Face Recognition?
Security and User Privacy
Creating an experience that feels secure and private without being daunting or scary.
Cross-platform Scaling
Create a consistent and seamless cross-platform experience across all user touchpoints.
Edge-case Handling
Handle all edge cases such as low-light, wearing masks, sunglasses, etc.
Desirability and Delight
Make it look awesome and high-end for 2030, and beyond.
Team Members
Jordan S (Industrial Designer), Venessa de Lisle (PM), Max West (Design Strategist),
10+ Partners and Stakeholders
My Roles
User Research, Interaction Design, Visual Design, Prototyping and Animations, User
Research, Usability Testing.
Duration
Dec 2019 - May 2020 | 6+ Months
1
Face ID
Enrollment
2
Operator
Experience
3
In-Park Mobile
Face ID Enrollment
4
Remediation
Queue
5
Express Queue
Validation
6
Crowd
Validation
We documented experience maps as a holistic representation of how the devices worked in tandem. Here's a sample.
Here's a small blurred out sample of the System flows.
Moms with strollers, kids, hearing/vision impaired, people of different physical abilities, the young and the old, expats who don't speak English and the administrators wearing different hats. It was all about inclusion, the technology had to work for everyone.
I created a few different versions of a quick-and-dirty animated prototype to better visualize the experience.
