B.O.S.S. | Case Study (2019)
Overview
I spearheaded the redesign of a digital product to elevate Pechanga’s guest experience. My responsibilities encompassed gathering existing screens and visual elements, defining color schemes for buttons, incorporating modern features, and delivering a user interface system for third-party development. The project was executed by an in-house development team.
What is B.O.S.S.?
B.O.S.S., short for Beverage Ordering Service System, revolutionizes the casino experience. It lets guests conveniently order their preferred drinks directly from the slot machines. With seamless search and customization, every sip is just a tap away. For casinos, it’s a gateway to real-time insights on drink trends and guest preferences.
Challenge
In the past, guests often endured wait times of up to 20 minutes for their drinks, from the moment of order. This impacted server efficiency as more time was dedicated to drink delivery rather than attending to guests and taking orders.
Opportunity
From the project’s inception, the direction was already set. My role was to design it using the prescribed brand colors and typeface, while staying close to the vendor’s initial proposal.
In my design, I aimed for a UI that harmonized with the machine’s aesthetic and the brand identity. Key concerns included enhancing visibility within the casino by opting for a light-on-dark interface. To align with business goals, I concentrated on streamlining the user onboarding process, emphasizing branding, visual appeal, and simplicity. This redesign addressed these issues, resulting in a cleaner, refined interface aligned with brand guidelines.
Legacy
The beverage ordering system not only empowers guests to customize their drink orders but places a premium on convenience. No longer do guests need to seek out servers to place their orders; this system eliminates that need. Smart technology adds traceability – players simply insert their club card into the machine, and servers instantly locate the requestor.
With this digital system in place, customer service will soar. Fewer errors occur in order placement, ensuring faster service. Immediate menu updates are easily achievable. The system provides a wealth of customer data, including what, when, and how customers prefer to pay. This data enables effortless customer database growth and the formulation of new marketing strategies based on the insights retrieved.
Reflection
In retrospect, I wish I had a more comprehensive understanding of the third-party company’s capabilities and that I had received clearer direction from the outset, particularly in the realm of product design. Initially, I invested numerous hours in designing assets, only to later be directed to oversee the entire product design with constraints to stay closely aligned with the original version. This experience has taught me the importance of patience and the willingness to adapt as necessary. Ultimately, this project has kindled a newfound passion for product and user experience design within me.