Genting | Hybrid App | UI/UX Works

Project Title

Resorts World At Sea

This is UX design case for Resorts World At Sea from Singapore. Our client's goal is to optimize their existing hybrid app that has poor user experiences. Our target users are casino players from Genting's cruises. Whose age ranges from 45-65 and above. The website also contains member incentives to enhance users tickiness.

Client /

Genting Singapore

Role /

UX designer

Agency /

Cloud Interactive

Year /

2019

Step 1
Stakeholder Interview

1/3

/ Interview preparation

1. Have a clear product goal

(We Involve the key stakeholders in the process to find the common ground for the product goal.)

To find mutual agreement on what is being expected to be deliver from our end.
Aquire a major issue that needs to resolve through this cooperation.

2. Decide the participants (groups)

(Instead of recruiting the actual user (to keep the casino player's privacy intact), we recruit representatives of the stakeholders who understand their target audience from different perspectives.)

Find key groups that could determine user's preferences or complaints.
(E.g. Participants like product manager, marketing team, customer service...)
Arrange timetable for every key man to fit in the available time slots.

3. Design interview questions

(We formulate the questions in accordance to targeting different participant groups. The questions also start off as a series of guard softening greetings, all the way to the core of product's problems)

To find pain points from previous product experiences.
Sort severities of these pain points, from most troubling to the least troublesome.

4. Conduct the interview

(Before it starts, we ask for permission for voice recording & photoshoots. Members from our end consist of an interview conductor, notetaker/photographer, a recorder)

Find environments that the interviewees are most comfortable with.
Warm them up with easy questions and gradually evolve into follow-up questions.
Conduct the interview with total engagement & stick to semi-structured format.

Step 2
Interview Analysis

1/4

/ Research Analysis

1. Structure the information

(To analyze our notes, voice recordings, and personal impressions. We start off by organizing them, to manage the data to be qualitative rather than quantitative.)

A report with specific sections. The goals you stated at the beginning of your interview project and the discussion guide you prepared can be a good foundations for your reports—they will help you filter through the key data.
Mind maps can help you structure the data in an understandable format.
Sort by tasks.