A lively venue can accommodate up to 30,000 visitors for events ranging from thrilling sports games to electrifying concerts. While the excitement of attending an event can be exhilarating, many guests encounter hurdles that diminish their overall experience. Long queues, confusing navigation, and extended wait times for refreshments often leave visitors frustrated. Realizing the potential for improvement, I set out to transform the user experience, ensuring that attendees leave with positive memories, regardless of the challenges they might face during their visit.

My role:

UI UX Designer

Business goals:

Higher Customer Satisfaction Scores, Increased Engagement in Additional Activities

problem statement

Waiting for food and restrooms can lead to frustration and diminished enjoyment.

Visitors often overlook supplementary events due to a lack of information.

The arena's large size can leave attendees feeling lost.

Many visitors experience delays due to distance from the metro, traffic congestion, and limited parking availability.

user research and insights

Many visitors expressed a desire for more information about additional activities and amenities available during events.

Users reported difficulty finding their way around the large venue, often leading to missed opportunities for engagement.

Concerns about parking availability and travel delays were prevalent among attendees.

Design approach:

I structured the design process into two key phases: discovery and delivery.

01

02

Discovery

This phase involved gathering insights from users, stakeholders, and competitive analysis. I mapped out user journeys, identifying critical pain points and areas for improvement. By analyzing the data collected from user reviews and stakeholder feedback, I pinpointed specific features that could address visitor challenges.

02

02

Delivery

Based on the insights gathered, I ideated potential features to enhance the user experience. Through collaborative brainstorming sessions, I developed concepts such as real-time queue information, pre-ordering options, an interactive arena map, parking reservations, and event notifications

solutions

Displaying wait times for food stands and restrooms helps visitors plan their time effectively.

Real-time queue information

Displaying wait times for food stands and restrooms helps visitors plan their time effectively.

Featuring additional events and activities on the app's dashboard to increase awareness and participation

Enabling users to check parking availability and reserve spots close to their exit, mitigating travel-related stress

Event highlights and notifications

Displaying wait times for food stands and restrooms helps visitors plan their time effectively.

Parking reservation feature

Interactive arena map

Real-time queue information

Allowing users to place orders through the app reduces the need to wait in long lines.

Pre-ordering food and drinks

Feature prioritization:

Using the Impact vs. Effort matrix, I prioritized features based on their potential user impact and ease of implementation

conclusion

The design concepts developed for the mobile application effectively addressed the core challenges faced by visitors. By leveraging user insights and focusing on practical solutions, I was able to propose features that significantly enhance the overall experience at the arena. This case study highlights the importance of understanding user needs and addressing pain points through thoughtful design.