Project Overview:
The Pavilion Mobile App is a members-only platform designed to enhance the user experience and add value to memberships. Key features include booking meeting rooms, event tickets, managing guest lists, NFC check-ins, and membership account management. By streamlining services and offering perks and credits, the app aims to increase member engagement and drive profits for the club.
Objective:
The app’s main objective was to simplify the booking process for meeting rooms and events, creating a seamless experience for members. Additionally, by integrating perks and credits, the app enhances the value of memberships. NFC check-ins aimed to improve convenience for both members and staff by automating arrival processes, saving time, and reducing manual tasks.
Key Features:
The most complex challenge was managing guest allocations across multiple platforms. The solution needed to support not only in-app functions but also guest registration via a website portal, email communications, and notifications. This required coordination between various systems to ensure a consistent, smooth user journey for both members and guests.
Key Responsibilities:
Research & Discovery
I conducted user interviews, reviewed competitor apps, and explored technical constraints to understand the needs and expectations of Pavilion’s members. Additionally, I gathered business requirements from key stakeholders across the organisation, including the CEO, operations team, staff, membership managers, and sales. This helped ensure that the design met both user needs and business objectives.
Concept Development & High Fidelity Wireframes
After gathering insights, I created high-fidelity wireframes to optimise the user experience around key tasks like booking, guest management, and redeeming perks.
Prototyping & Validation
Interactive prototypes were tested with users, focusing on improving booking flows and the NFC check-in process. Feedback was collected to refine user interactions and navigation.Design & Prototyping
Interactive prototypes were developed to demonstrate how the app would function in real-world scenarios. These prototypes were crucial in visualising the user flow, especially for features like NFC pass integration and guest management.Validation
The prototypes were validated with real users, collecting feedback to refine user flows and interactions. Key areas of focus included the ease of use for booking services and the efficiency of the guest management system.Strategising & Managing Communications
Clear communication strategies were designed for various touchpoints, including email, SMS notifications, and in-app alerts, to ensure members and guests were kept informed about their bookings and events. NFC passes were also integrated to streamline check-in processes.Communication Strategy
A communication plan was developed to manage notifications, emails, and SMS alerts. This ensured users received timely updates for bookings and events.Collaboration with Development Teams
I worked closely with both internal and external teams, providing design assets and specifications to ensure the app was developed to meet user needs and business goals.Quality Assurance (QA)
Comprehensive testing was conducted to ensure all features functioned as intended across devices and platforms, ensuring a smooth user experience at launch.
Results & Impact:
While the app is not yet live, it is expected to significantly increase both revenue and member engagement. With user-friendly features like NFC check-ins and streamlined booking, the app is designed to improve the overall member experience and provide measurable value.
Next Steps:
Comprehensive Design: The Pavilion Mobile App is one of the largest-scale projects I’ve worked on, involving the design of a members-only mobile app from concept to completion. The project included extensive research, wireframing, prototyping, and numerous iterations.
Guest Management System: Successfully integrated a multi-channel guest management system, including the app, website, and email notifications, addressing a key challenge.
NFC Integration: Designed NFC passes & worked closely with developers on the architecture side. NFC check-in/out will eliminate the need for manual registration and significantly improve the member experience at the club.
Cross-Functional Collaboration: Worked closely with development team & stakeholders to ensure smooth implementation of the app’s features and the overall integration of systems for a seamless member experience & met business needs.
