Merlin Entertainments Limited hired a new Digital Director of Products and Services to transform the digital guest experience.
We were hired as a small team of services designers to innovate and transform the digital guest journey for the merlin flagship franchise LEGOLAND parks. We started by reviewing customer feedback, engaging in the products and interviewing key business stakeholders to identify the key pain points in the guest journey. From there we worked with a product owner to define a strategy that would move the levers on guest satisfaction, data acquisition and revenue.
At present we continue to consult the global devision Merlin Digital, of Merlin Entertainments.
We continue to assist the Merlin Digital team with the following
User experience design
User research and testing
Workshops and training
Customer journey mapping
If you’d like to hear more about our projects with Merlin Entertainments, please get in contact.
A new identity and strategy for the Merlin Digital team
10 showcase trials delivered in 18 months
A brand new app delivered across 7 parks
App ratings now 4.5*/5 up from 1.6
In app revenue up by 25% from ticket sales, ATV higher in app than on mobile web
Proven incremental revenue from offering a new ride reservation service online
A positive relationship that continues today