[Case Study] Mandai Wildlife Reserve

This project is still under development - please reach out to discuss a detailed case study.

mandai.com is Singapore’s unique, world-renowned wildlife destination, with over 15,000 animals from 1,000 species across 5 parks. Their website presents information about their parks and allows users to buy tickets for entry, experiences, and merchandise.

Account Director, Project Manager, UX Strategist, UX Designer, UI/UX Designer

UX/UI designer

Executed research process

Facilitated stakeholder workshop alongside UX strategist + UX designer

Analysed + synthesised research into actionable solutions & developed product backlog

Created wireframes and clickable prototypes with various scenarios for usability testing

Created UI designs and design system, specification document

The commerce experience today is chiefly transactional & impersonal, and Mandai Wildlife Reserve recognised the importance of fulfilling users’ needs in order to achieve biz success.

To make every purchasing moment come to life as a memorable One Mandai experience.

Leveraging the 3Cs to review the current booking experience.

Outcome: Based on the above, we managed to identify 5 key barriers and recommendations pertaining to the booking flow.

Defining the future booking experience to build prioritised requirements backlog as a foundation to product design.

Review findings on consumer barriers & recommendations

Future booking flow recommendation

Gather thoughts and alignment, with users & business goals in mind, on what the future booking state could be for One Mandai experience

Outcome: A prioritised feature list for each step in the booking flow that formed the requirements for future design.

Development of the MVP (clickable prototype) for usability testing.

4 rounds of iteration based on stakeholder feedback

Consisted of basic flow, complex flows, and edge cases

Designed for desktop and mobile

9 x 1 hour eye-tracking sessions conducted by third-party, with scenarios done by us

Tested both desktop and mobile, with 2 test scenarios (locals and non-locals)

3 main tasks for each scenario

Understand how users interact with the new booking flow to make adjustments based on results

Ensure that users can find the items they need to complete purchase easily

With a Design Science Score of 70+ for both desktop and mobile, it was a decent indication of things going the right way. We identified issues that users faced during the testing, and kept the features that worked well. We compiled the issues, their severity and effort it would take to fix, and listed recommendations to combat the issues within the short timeframe we had.

Product is yet to be deployed; please reach out to discuss a detailed case study.