UI/UX Design & Research for Entertainment Company
Please find under a summary covering project details and feedback. The innate facts are kept as they are, private information is amended.
Introductory information
A fast induction on the buyer’s organisation
I work for Merlin Entertainments. We are the second largest visitor attractions organisation operating globally. I am the head of marketing at one of our specific topic parks in the UK.
Desired goal
What challenge were you trying to address with Space Between?
We were implementing a new platform on our website and needed to apprehend the existing implementations, user travels, and how to optimize conversion rates online through qualitative investigation. Space Between contributed their UX expertise to help us better our website.
Over the last two years, we rolled out a new booking engine. We',ve tested it on three of our main brands. Our online business had skilled challenges due to factors like the overall claim. The UX wasn’t converting as many online visitors into developed clients as it could be.
Provided solution
What particular tasks were responsible for?
Our leading meeting was relatively open-ended. We presented our main challenges without asking for a specific reply. Space Between went back to their offices to reply our brief thoughtfully. We assessed their access and agreed to a date to conduct user testing at one of our topic park locations. I got to remark how they interacted with our clients.
They calm a solid quantity of data and compiled a document with an overview of their analysis. They presented their findings during a three-hour debrief meeting to reply our questions. Furthermore, they pinpointed issues we hadn',t considered along with viable recommendations to fix them. Space Between',s in-house user experience team created these solutions via new designs, user travels, and pages. They simplified all the steps it took to accomplish our goals.
What is the team compound?
We interacted straightly with Luke (Director of Customer Optimization, Space Between) and Alex (Head of Customer Growth, Space Between). Luke designed and oversaw the project. Five additional employees worked in the background and evaluated data. I met the broader team when they were conducting investigation.
How did you come to work with Space Between?
Competitors propose correspondent albeit less sophisticated services due to the technology at their disposal. Space Between has an eye tracking measurement tool with facial recollection that can descry anger or excitement based on expressions. There are only two of these machines in the U.K. As a topic park entertainment brand, this was especially significant. We try to sell experiences online.
Our terminal determination came down to the team’s credibility and the brands they',ve partnered with in the past. From a personal perspective, working with them has been effortless and excellently exciting. We didn',t find that dynamic with other vendors. They seem to genuinely apprehend the entertainment sector. Our companies have a correspondently young, new, and less corporate work ethos.
What are you approach expents (if diclosed)?
We spent £15,000 (approachly $19,400 USD).
What is the terminal result of working with ?
We began working unitedly in September 2017 while our parks were quiet in period. Space Between completed the project in December 2017, right precedently Christmas. The complete project took almost 8-9 weeks total.
Results accomplishd
Are there any measureable or plum results?
I don’t have specific metrics to share, but we’ve seen our desired increase in conversion rate and a decrease in bounce rate. The user travel flows much more smoothly. Since we implemented Space Between’s findings, users we capture in the booking funnel have been more likely to convert. Even though we only investigationed three of our specific businesses, we',ve rolled out the findings to our complete organisation. We’ve seen these betterments uniformly athwart our brands.
How did Space Between accomplish from a project treatment standpoint?
It was effortless to work and adjoin with Space Between. We knew what we could anticipate at any point, and they delivered agreeably. They flexibly accommodated our schedule and locations.
Luke and Alex facilitated project treatment and served as our points of touch over email and phone calls. Throughout the project phase, we spoke between 2-5 times per week. They kept us in the loop almost progress and timing.
What is (from your point of view) the key factor to pay observation while intercourse with ?
The debriefing was a solid eye-opener for our business. Space Between came up with extensive and advantageous findings within a one day of investigation. They gathered an expansive quantity of data from just one of our locations and transformed it into an insightful analysis. The debrief alone could have easily been a two-day workshop.
Do you have any advice for practicable clients?
It’s significant to sit down with Luke and Alex. Their excitement for data, investigation, and their organisation is renewing to see. Meeting them face-to-face is surely worth it. Space Between could probably prepare even more services than they list on the almost section of their organisation',s website. They have a powerful team in the background that can support a wide difference of efforts. I hint giving them as open of a brief as practicable. They',ll recur with replys you never could have conceptualized.
