Work
User research, industrial design, app/web interface design, custom staff portals, workshops, ideation sessions, strategy collaboration.
Club Entry Made Effortless - ClubsNSW
ClubsNSW approached us with the idea of a digital-first, ID-authenticated sign-in solution for pub and club venues across NSW. The goal was to modernize the sign-in process, making it seamless and secure while enhancing the overall customer experience. Our solution, ClubPass, involved developing physical hardware such as sign-in kiosks, mobile apps, web interfaces, and custom staff portals.
Contextual Enquiry and Customer Research:
Throughout the project, I conducted site visits to observe the product in action and gather insights from customers and staff. These visits were crucial for understanding real-world usage, improving product discoverability, and identifying opportunities for future features.
Workshops and Ideation Sessions:
I facilitated numerous workshops and brainstorming sessions, which were instrumental in shaping the direction of our design sprints. Creating engaging and bespoke workshop activities became a passion of mine, helping to unite the team and generate excitement for the future of ClubPass.
North Star - Experience Vision:
After the successful rollout of ClubPass across hundreds of venues in Australia, we set our sights on future possibilities. Collaborating closely with the strategy team, I helped develop and shape a future-state experience vision that could extend beyond the project's initial scope, offering additional value and revenue streams for ClubsNSW.
Design and Implementation:
The project involved designing and implementing various components:
- Physical Hardware: Sign-in kiosks designed for ease of use and accessibility.
- App Design: User-friendly mobile applications for a seamless sign-in experience.
- Web Interfaces: Intuitive web portals for customers and staff.
- Custom Staff Portals: Tailored portals to enhance staff efficiency and management.
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