case study
Amusement Park
Digital Transformation
The ask
To transform an existing amusement park digitally to increase the experience of Customers and thereby increase the business.
industry: Entertainment
Phase: Customer Discovery
problem
  • Ways to increase revenue from current business.
  • To optimise operational cost to improve margins of current business.
  • To explore revenue sources in the new global scenario due to Covid pandemic.
  • To be a data driven company.

Empathize & Define

Discovering and understanding customer problems to arrive at
deep-seated problem statements.

key findings are:

  • We have done customer discovery sessions with management team, leadership and all other stakeholders who are part of the amusement park.

  • 21 problem areas added to the scope of the discovery phase. It was reviewed and mutually agreed upon with the leadership team and next-level managers on the 2.5 days workshop we had.

  • Based on the research we have identified 21 problems are relevant from the 23 problem hypothesis based on 97 how might we's.

Quantitative research

Qualitative research

User pain points & Challenges

Business goals

User journey & Persona

Digitally transform the
customer experience

Customer
journey maps

Persona

Service
blueprints

Survey

ideate

Based on the insights gathered from various stakeholders and the vision from management team, we have created a business model canvas.

validate

We have validated the business canvas model with the management team and incorporated feedback and finalized it.

As Is

Business Model Canvas

To Be

Business Model Canvas

Key focus area

Based on the research we come up with four different
areas to improve.

Increase revenue, Improve margins through optimizing operational cost, Explore alternate revenue sources, and Make data-driven decisions.

Our extensive problem
validation
exercise consisted of:

INTERVIEW

40

Participants
survey

540+

Responses
data

60+

Insights
empathy

21

Customer
journey maps

03

Service
blueprints
Workshop

32

Hours

52

Participants

The Outcome

23 Problems

21 Valid
02 Invalid

47 How Might We's

(Validated problem statements)

95 Solutions

(Identified/Created through brainstorming
sessions)

09
IT initiatives

Identified across
the IT transformations
journey.

09
IT initiatives

05
Business initiatives

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