Mobile Wallet Redesign
App redesign for Universal Parks & Resorts
Overview
Universal Parks & Resorts assembled a cross-functional team of designers, product managers, and developers to redesign their mobile app, which provides interactive in-park services, as well as informational and promotional content for park locations in Hollywood, Orlando, and Japan.
The updated apps for each of the three locations launched December 2023 - February 2024.
My Role
In my role as UX/UI Designer, I owned the redesign for the in-app Wallet, which allows guests to use park tickets and passes, manage payment methods, and use touchless pay in the park. My responsibilities included creating prototypes, conducting user testing, and preparing comprehensive documentation for handoff. I collaborated closely with product managers, engineering teams, and leadership to help develop the overall product strategy and create an intuitive experience for park-goers.
Contributions
UX/UI Design, Design system
A modern app that embodies brand identity
As part of an effort to consolidate code bases to Flutter, Universal Parks and Resorts took this transition as an opportunity to redesign, update, and refine their mobile app experience for Universal parks guests.
Wallet 1.0 designs showcase lack of visual hierarchy, inconsistent design system, and limited brand recognition.
Incorporate Design System & Brand Identity
The app was previously built using ad hoc components that merely mimicked Universal’s brand guidelines. Our overall goal was to rebuild and redesign the app using Universal’s official design system. We also wanted to bring the app to life and infuse Universal’s playful brand identity into the design. The app is for a theme park - it should be fun!
Create New Mobile-First Components
Much of the existing design system was built for the web. While some components at smaller breakpoints could be repurposed for mobile, we needed to create many components from scratch to fill some major holes in the design system.
Mid-fi Designs & Design System Audit
I started the redesign process by creating mid-fi designs using Universal’s existing component library to audit what elements were missing from the design system and what we’d need to create from scratch. This process allowed the team to do a quick first pass on all the required flows to map out the features and better estimate the expected level of effort for the full redesign.
Mid-fi designs and annotations highlighting existing and new component anatomy.
Adjusting to Changing Product Landscapes
As the team dove deeper into this work, leadership priorities and technical requirements were constantly shifting, which required the design team to adapt quickly and produce many versions, iterations, and options for team review sessions. In addition to constantly iterating on high-fi designs, I created various artifacts including flow maps and wireflows, and documented feedback to track changes and decisions along the way.
Usability Testing
I then iterated upon the initial designs to create high-fi wireframes and worked closely with the UX research team to conduct usability testing. Our approach for the wallet landing page focused on updating and highlighting the main feature: accessing park tickets. With the goal to make the tickets more visually prominent, I created two versions of ticket designs to A/B test.
Clear Design
Overall, test participants were able to find their information and complete tasks quickly and efficiently.
More Prominent Tickets
Users preferred option B for the clear ticket imagery and distinct icons and were able to find their tickets quicker and easier.
Future Considerations
Some users expressed that they would like the ability to share tickets with other users in their party. While not in scope, this was earmarked for future product consideration.
