Sr. Design Strategist / Consultant, AWS WWCO ProServe, Gen AI Specialty Practice
Larry H. Miller Management
Revamping the LHMSE mobile app to enhance customer experience and drive revenue growth through increased engagement and loyalty.
The goal is to enhance the LHMSE mobile app, bridging digital and physical experiences. The app will improve current services, like Megaplex, and introduce new offerings, such as Family Entertainment Centers. By increasing user engagement, the strategy aims to boost revenue through higher transaction frequency, upselling, and cross-selling. Additionally, it will open new revenue streams, increasing customer lifetime value by elevating satisfaction and loyalty.
Sr. Design Strategist (Me)
Sr Cloud Application Architect
(Technical Lead)
Sr. Advisory Consultant
Sr. Front-End Developer
Engagement Manager (EM)
Sr. Cloud Application Architect
In a bold initiative to redefine their digital landscape, the customer embarked on the early stages of crafting a visionary strategy to enhance the mobile app for The Larry H. Miller Megaplex Theaters. Initially shrouded in uncertainty, the project began with an extensive list of requirements and high aspirations, setting the stage for a transformative journey to elevate the user experience profoundly.
The solution involved leading the customer through a series of remote workshops over three weeks. This process focused on developing detailed personas, mapping current and future user journeys, prioritizing key features, and delivering a comprehensive service blueprint. The blueprint, complete with directional wireframes, served as a roadmap for enhancing the mobile app experience at The Larry H. Miller Megaplex Theaters.
Persona creationWe compiled marketing data and customer reviews, which enabled us to construct a compelling profile of our target customer base and identify their significant pain points with the existing application. This thorough analysis provided critical insights that informed our strategic approach to enhancing the user experience.
Utilizing Miro, we conducted two one-hour working sessions to delineate both the current and future state user journeys. By mapping and overlapping identified pain points onto these journeys, we gained a clear understanding of where and how these challenges manifest throughout the user experience. This insight was invaluable in guiding our solution development process.
Current state journey map
Future state journey map
Faced with an extensive list of potential features to prioritize, we orchestrated a workshop to methodically examine each category. By conducting structured voting sessions, we efficiently tallied the results, which allowed us to seamlessly elevate the most favored features to prominence, ensuring alignment with strategic goals and user preferences.
Building on the future state user journey map we had previously developed, we meticulously integrated the essential elements required at each stage of the process to actualize Larry H. Miller's vision. This detailed layering included everything from the user's front-stage actions to the backstage processes of data exchange. Through this comprehensive approach, we successfully crafted a Service Blueprint that embodied the full scope of the envisioned user experience.
With our collective efforts consolidated, we crafted a detailed proposal for the customer, outlining a clear path forward. This process transformed initial ambiguity into a strategic plan, enabling us to progress from concept to clarity within a three-week timeframe.
