RWG eLeisure 2.0 Transformation
RWG eLeisure 2.0 Transformation
Elevating the digital experience for RWG domestic non-gaming customers
Elevating the digital experience for RWG domestic non-gaming customers
Overview
Overview
Based on Resorts World Genting's (RWG) audit report and deep dive sessions, frog developed a comprehensive concept report.
This report encompasses the UX strategy along with high-fidelity visuals to highlight proposed enhanced features. The super app is designed to offer a personalized and seamless experience, enabling users to create memorable moments during their time at Resort World Genting.
Based on Resorts World Genting's (RWG) audit report and deep dive sessions, frog developed a comprehensive concept report.
This report encompasses the UX strategy along with high-fidelity visuals to highlight proposed enhanced features. The super app is designed to offer a personalized and seamless experience, enabling users to create memorable moments during their time at Resort World Genting.
Role
Role
UX Designer
UX Designer
Client
Client
Resort World Genting
Resort World Genting
Timeline
Timeline
Dec 2021 - Mar 2022
Dec 2021 - Mar 2022
The Challenge
The Challenge
Resorts World Genting (RWG), a renowned key destination for the casino crowd in Malaysia, has approached frog to establish a highly personalised and fuss-free mobile app experience targeted at the domestic non-gaming customers.
Resorts World Genting (RWG), a renowned key destination for the casino crowd in Malaysia, has approached frog to establish a highly personalised and fuss-free mobile app experience targeted at the domestic non-gaming customers.
How Might We...
How Might We...
Create an app that elevates the digital experience for the domestic non-gaming customers of RWG?
Create an app that elevates the digital experience for the domestic non-gaming customers of RWG?
The Approach
The Approach
To gain a comprehensive understanding of RWG's current situation, we conducted a 5-week research initiative with the following activities:
•
Audit Review: Analysing past reports to gain preliminary understanding of challenges and personas, forming the foundation for validation and discovery.
•
Desk Research: Evaluating the app in detail to understand existing capabilities and identify gaps/ potential areas for improvement.
•
Deep Dives: Conducting 5 deep dives and 1-on-1 sessions with key stakeholders to comprehend existing processes, pain points, blockers, and team wish lists.
•
Persona Validation: Further investigating established personas, the team selected 3 out of 8 for in-depth understanding.
To ensure our strategy and features align with the domestic non-gaming market, we’ve crafted our focus on these prioritised personas: the Family Adventurer, the Experience Seekers, and the Couples Escape, ensuring representation and relevance.
Creating Signature Moments with You, For You
Based on the identified personas and insights derived, frog proposed 10 key features/ functions to enhance and elevate RWG's digital offerings.
Click on each of the tabs below to view the enhanced features/ functions
Home Screen & Menu
Hotel Booking
Personalised Trip Planner
Store Directory
Store Wayfinder
Restaurant Directory
Restaurant Reservation
Digital Food Ordering
Loyalty Rewards
Loyalty Catalogue
Home Screen & Menu
Creating Signature Moments with You, For You
Based on the identified personas and insights derived, frog proposed 10 key features/ functions to enhance and elevate RWG's digital offerings.
Click on each of the tabs below to view the enhanced features/ functions
Home Screen & Menu
Creating Signature Moments with You, For You
Based on the identified personas and insights derived, frog proposed 10 key features/ functions to enhance and elevate RWG's digital offerings.
Click on each of the tabs below to view the enhanced features/ functions
Truly Seamless & Fuss Free
RWG highlighted the need to optimise the customer's hotel booking experience, in hope to boost direct bookings via the super app. Through audit review and desk research, we identified the key pain points below:
•
Complex login process
•
Short timeout session
•
Inconsistent user experience during room booking
•
Absence of 'Book Now' CTA after viewing a room
•
Unclear room availability
•
Insufficient information on new features like digital check-in and digital keys to encourage customer adoption
•
Non-functional digital 360˚ room view
In collaboration with the RWG team, we revamped the in-app hotel booking experience, ensuring seamlessness, simplicity, and personalisation. Additionally, we’ve also tailored hotel packages with popular activities and attractions, streamlining pre-arrival planning for customers and boosting of sales across RWG's offerings.
Truly Seamless & Fuss Free
RWG highlighted the need to optimise the customer's hotel booking experience, in hope to boost direct bookings via the super app. Through audit review and desk research, we identified the key pain points below:
•
Complex login process
•
Short timeout session
•
Inconsistent user experience during room booking
•
Absence of 'Book Now' CTA after viewing a room
•
Unclear room availability
•
Insufficient information on new features like digital check-in and digital keys to encourage customer adoption
•
Non-functional digital 360˚ room view
In collaboration with the RWG team, we revamped the in-app hotel booking experience, ensuring seamlessness, simplicity, and personalisation. Additionally, we’ve also tailored hotel packages with popular activities and attractions, streamlining pre-arrival planning for customers and boosting of sales across RWG's offerings.
Truly Seamless & Fuss Free
RWG highlighted the need to optimise the customer's hotel booking experience, in hope to boost direct bookings via the super app. Through audit review and desk research, we identified the key pain points below:
•
Complex login process
•
Short timeout session
•
Inconsistent user experience during room booking
•
Absence of 'Book Now' CTA after viewing a room
•
Unclear room availability
•
Insufficient information on new features like digital check-in and digital keys to encourage customer adoption
•
Non-functional digital 360˚ room view
In collaboration with the RWG team, we revamped the in-app hotel booking experience, ensuring seamlessness, simplicity, and personalisation. Additionally, we’ve also tailored hotel packages with popular activities and attractions, streamlining pre-arrival planning for customers and boosting of sales across RWG's offerings.
The Outcome
The Outcome
frog tailored-made a super app that encompasses all RWG offerings within customers’ fingertips making it highly accessible and effortless, creating a true escapade above the clouds to get the break they deserve. Embodying the real meaning of ‘The Ultimate in Your Hands’.
frog tailored-made a super app that encompasses all RWG offerings within customers’ fingertips making it highly accessible and effortless, creating a true escapade above the clouds to get the break they deserve. Embodying the real meaning of ‘The Ultimate in Your Hands’.
Key Takeaways
Key Takeaways
01.
01.
Managing the expectations of multiple key stakeholders and fulfilling their requests.
Managing the expectations of multiple key stakeholders and fulfilling their requests.
02.
02.
Working on a comprehensive desk research and competitor analysis to propose best-in-class design solutions.
Working on a comprehensive desk research and competitor analysis to propose best-in-class design solutions.
03.
03.
Though having a clear design direction is good while leading, being open, receptive and adaptive to inputs from team members are equally important as well.
Though having a clear design direction is good while leading, being open, receptive and adaptive to inputs from team members are equally important as well.
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Like what you see? Let’s create something remarkable together.
Like what you see? Let’s create something remarkable together.