Overview
MGM Resorts International is a global gaming and entertainment company with national and international locations featuring best-in-class hotels and casinos. This project was aimed at making the MGM app an integral part of the guests' experience and time in Vegas.
About the Project
I noticed that once our users use the MGM app for booking, they never used the app again during their time in Vegas. I wanted to create an app with more useful features so that it becomes an integral part of our guests experience during their time in Vegas.
Current app home page
This is the current state of the app once the user checks in. There's nothing useful for the user here to make them come back to the app.
Showing this option first and prominently serves no purpose.
This might be useful once. Shouldn't be this prominent.
The user is given dining options for places not even close
Empathy mapping
I wanted a better understanding of our user in terms of their motivations behind booking a trip with MGM. I created an empathy map to understand our users mood, their motivation etc.
Storyboarding
I wanted a better understanding of our user in terms of their expectations on their trip with MGM. I created this storyboard to understand our users mood, their motivation etc.
Evelyn is on the plane to Vegas. She decides to look up Vegas on her phone.
She opens her phone to see all the happenings in Vegas
She overhears her fellow passengers talking about something fun in Vegas.
Evelyn steps off the plane is immediately surrounded by slots everywhere
In the airport walkway, Evelyn spots a fancy new restaurant.
At the baggage carousel, she is greeted with billboards of shows.
During the cab ride to her hotel, she spots discount books.
She flips through the booklet to find some discounts.
She also finds neat deals for happenings in Vegas.
During the cab ride to her hotel, she spots colorful billboards.
She also notices colorful ads on cars and trucks on the road.
She finally reaches MGM and is greeted by the glitz and glamor.
Issues to address
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Capture the mood of our user arriving in Vegas and recreate it in the app.
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Offer discounts and special prices in the app.
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Easier access to dining options, so that the user can get on with their day.
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Offer deals on shows and events happening within MGM.
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Easier transportation options to reach other MGM properties.
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Keep the user up to date on upcoming events.
Upcoming reservations are clearly listed, with directions and requesting Uber options
App detects what time and location it is, and gives appropriate recommendation
Special events are clearly listed with priority given to premium club members
Exclusive deals and discounts are clearly listed, emulating the discount book in the cab
All the unique restaurants of the MGM resorts are listed to keep the user within the umbrella.
Room details are tucked away, and chat with concierge is made a clear option.