CLIENT
Oasis Tours
Tourism / Education
Product / UX
RESPONSIBILITIES
UX/UI
System Design
Product Strategy
Prototyping
ROLE
Product Designer
SOFTWARE
TEAM
UX Designer
Product Designer
Project Manager
Engineer
Problem Statement
As the Met Museum's attendance soared to 7.5 million from 2007 to 2018, Oasis Tours experienced a surge in clientele, reaching over 100,000 pre-pandemic. This rapid growth, coupled with an outdated booking system, led to overcrowding and a compromised touring experience, marked by frequent delays and visitor confusion, underscoring the need for a streamlined, efficient approach to handle the increasing demand.
Project Goals
1
User-Friendly Booking
Simplify tour finding and reservation.
2
Personalized Tours
Tailor tours by language, interest, and availability.
3
Innovative Crowd Control
Utilize geo-mapping and scannable tickets for dispersed meeting points
4
Real-Time Support
Instant communication for clear, efficient guidance.
Research methods
To gather comprehensive insights for the Oasis Tours project, we engaged with customers globally through email surveys and video conferences, capturing diverse perspectives and needs. However, the core of our research was conducted on-site at the Met Museum, where direct observations and interactions with visitors provided invaluable, real-world feedback to shape our solutions. This blended approach ensured a well-rounded understanding of the international clientele's expectations and experience
Customer interviews & Ethnographic studies
Market research analysis
Prototype testing
Customer journey
Personas
Information Architechture
Key focus areas
1
What specific challenges do overseas travelers face when visiting the Met Museum?
2
What key improvements can enhance the overall app experience for our users?
3
What features or tools could make locating tour guides easier for visitors?
4
How are customers engaging with the Oasis app during their museum tours?
A look at the improvement survey
Results of the satisfaction survey
Multilingual Support
International visitors need language support to fully enjoy their experience. We utilized focus groups with international visitors to understand their language preferences and challenges, leading to the development of a multilingual interface that caters to a diverse audience, ensuring inclusivity and accessibility.
Clear Meeting Point Information
Visitors require accurate and easy-to-locate meeting points for tours.
Utilizing geo-mapping technology, we've enhanced the app to provide precise, real-time meeting point locations. This feature not only clarifies where visitors should gather but also helps in managing crowd flow, ensuring a smooth and organized start to their cultural journey.
Reliable and Quick Booking
Users expect a fast and reliable booking process for their museum tours.
Through interactive prototyping, we gathered feedback on the booking interface, focusing on streamlining the process to ensure it's quick, intuitive, and error-free, enhancing user satisfaction and reducing booking abandonment.
Personalized Tour Experiences
Tourists seek personalized experiences that cater to their specific interests.
By analyzing data from user surveys and in-app behavior, we identified patterns and preferences, enabling us to create a feature that suggests personalized tour paths and exhibits, making each visit unique and memorable.
Following our extensive customer interviews, we synthesized our findings into a detailed customer journey and persona.
These were then presented and discussed with the founder, providing a solid foundation for moving into feature ideation and prioritization, tailored specifically to the unique needs and expectations of Oasis tour-takers.
Frictionless Entry
Skip the lines and start your adventure with ease using frictionless entry. Simply scan your shareable digital ticket and immerse yourself in the experience without delay.
Intuitive Search Functionality: Easily search for tours matching your interests and language.
Save for Later: Bookmark tours for future consideration.
Tailored Recommendation: Receive tour suggestions based on your saved preferences and past visits.
Find your Guide with Ease
Find your Guide Easily: Using building mapping and geolocation, effortlessly locate your guide inside the museum
Note-taking Made Easy: Scan art placards and descriptions, saving them as notes for an enriched, interactive experience.
Seamless Tour Reservation
Onboarding to Reservation: A straightforward process from app onboarding to securing your tour reservation.
User-Friendly Interface: Easy-to-navigate screens ensuring a hassle-free booking experience.
Quick Confirmation: Instant booking confirmations for a worry-free tour planning.
Life cycle emails
We initiated a dynamic newsletter campaign meticulously timed to coincide with new tour announcements, special exhibits, and cultural events, ensuring our audience remains connected and inspired. Each edition is crafted not just to inform, but to enrich the cultural journey , fostering a deeper connection with the art and history they love to explore.
Lessons learned
Innovative Solutions
Oasis Tours' success with unconventional approaches underlined the importance of innovation. Convincing stakeholders to adopt these ideas was key, and could have been enhanced through regular innovative strategy sessions.
Data and Stories
Balancing quantitative data with qualitative feedback was crucial. More focused user interviews and surveys would have provided a richer understanding of the project's impact.
Iterative Design
The iterative process emphasized learning from user feedback. Integrating systematic user testing and feedback loops would have ensured each iteration met user needs and business goals.