Discover an abundance of things to do at Crown Perth and Melbourne
Crown Resorts approached us in 2017 with the desire for a new app to represent their Melbourne and Perth venues. They required it to offer recommendations and guidance, much like a concierge would when informing a VIP entering the site.
I participated in this project as Creative Director at KPMG Digital Experiences.
Client
Crown Resorts
Agency
KPMG Digital Experiences
What we delivered
App design
Download the App
Apple iTunes
Challenges
Crown presented us with a multitude of challenges to tackle. One of the critical issues was the overwhelming nature of their venues, leaving people needing guidance on where to go or what to do. They sought a personalised service to enhance the experience for their esteemed Crown Members.
Another obstacle was the need for more awareness among many members regarding the perks they were entitled to. Additionally, they needed valuable insights into app usage. It became evident that the previous app primarily served the organisation's needs rather than focusing on the customers.
UX research
The team at Love conducted extensive research at both venues; speaking to all internal decision-makers to set client expectations and conducting user research with patrons to gain audience insights.
Audience insights
Client expectations
User journeys and personas
Results
Outcomes have exceeded expectations:
5-star Rating in the Apple App Store.
Transformed the experience for customers.
