Recent work
Ikon Pass Mobile App
October 2018 - April 2020
The Ikon Pass is a multi-resort ski/snowboard season pass that gives you access to 43 different destinations around the world. The project objective was to build an app for Ikon Pass holders that would enable them to make the most of their season by creating an experience that is personalized, contextual to their location, and provides effortless utility and valuable information.
As the sole UX designer that stayed with the project from start to launch, and for two releases post launch, I was made UX lead three months in.
My Role
Strategy
- Working closely with another UX designer and key internal and client stakeholders, we came up with a set of features/functionality that was technically feasible, and what we hoped would be differentiators for our users.
Research & understanding users
- Leveraging Ikon Pass holder surveys and research findings from Alterra’s internal research department, I created personas.
- In order to better understand the ski app landscape, I did a competitive analysis, comparing other ski season pass apps, ski tracking apps, weather apps, etc.
Structure
- Once we decided on the basic set of features we wanted to include based on balancing business needs, tech feasibility, and user research, and also an understanding of the long term app strategy, we then set about creating the app information architecture.
- Working closely with internal and client development teams and PMs, I created user flows, wireframes, and prototypes and presented them to the client for feedback.
Visual design & development
- Created visual and functional specifications for both iOS and Android development teams.
- Worked closely with the mobile development team and QA to provide feedback and support during dev sprints.
Results
Over 200K downloads in the first 5 months
4.7 star rating with 5.8K reviews in the app store
In mid June 2020, Ikon Pass had the largest sales day ever, which was driven largely by the mobile app.
Select UX Deliverables
Personas
Information architecture
Wireframes
Home screen: contextual to authentication & location
User flows
Purchase pass
View destination content & check weather & snow conditions
Single mountain destination
Multi-mountain destination
Commerce pilots
For the second release, I worked closely with PMs and another development team to design the UX for two commerce pilots in the app: Pre-ordering food at Mammoth Mountain and purchasing Mountain Coaster tickets at Steamboat.
While both pilots were cut short due to mountain closures because of COVID-19, they were deemed successful in the eyes of the client, and we received positive user feedback while on-site.
Experience Operating System
TE2
TE2 needed an internal administrative UI that would enable users to create and configure platform settings for customers and their venues and apps, monitor the health of their systems, and view real-time reports on platform performance, usage, and customer analytics.
As the sole UX designer on this project from start to finish, I worked closely with the Product Manager, Tech Lead, and upper management to define goals, strategy, and requirements.
My Role
Business Goals
- Reduce operational costs by decreasing the time it takes to:
- Launch new customers' mobile and wearable solutions
- Deploy additional venues for existing customers
- Provide visibility into real-time platform performance metrics and experience health
- Allow for quick, error-free configuration/updating of customer settings/metadata
Understand, prioritize, solution, test, repeat.
- The main users for EOS are internal Solution Engineers; they are responsible for setting up new customers, configuring new venues and making on-going updates.
- I performed interviews to understand their major pain-points and the bottlenecks in their processes.
- In collaboration with the PM, I owned discovery initiatives, conducted usability studies, and ran design sprints with the team to quickly test and iterate upon possible solutions.
- Communicated findings/learnings from design sprints and user testing sessions to the broader company.
- Created the IA, journey maps, user flows, wireframes, prototypes, visual design, and all specifications for EOS.
Results
The tools housed within EOS accelerated the deployment of new customers’ physical and mobile solutions, which greatly reduced company operational costs.
It also provided a UI for processes that were previously done via direct editing of xml/running python scripts (which was very error-prone), thus reducing downtime caused by human error and allowing for less technical users to safely make changes in the system.
Sample UX Deliverables
Venue setup journey map & user flow
Sketches
Control Room
TE2
Control Room is a UI that enables theme park, resort, and ski brands to manage all aspects of their customer’s interactions with their brand before, during, and after their visit. It houses tools to create, manage, and design digital assets, experiences, offers, content and maps.
I worked closely with another UX designer, PM, and development team to perform user research and usability studies, create IA, UI, and visual design for Control Room.
