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 Love Agency in 2017/18.
Challenges

Crown came to use with several challenges:

•  People are walking around not knowing where to go or what to do as the venues can be overwhelming.
•  They wanted to personalise the service and elevate the experience for Crown Members.
•  Many of their members aren’t aware of perks that they are already entitled to.
•  They required insights into the usage of their app.
 The previous app was more of an environment built for the organisation, not 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.
The Crown Concierge app is available on Apple iTunes
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