Skycity Entertainment Group is a NZX listed business generating normalised revenue of NZD1.1 billion in 2019. Challenged by demographic shifts and increased competition, CEO Nigel Morrison wanted to transform the customer experience across their 5 properties in New Zealand and Australia.

A cross-functional innovation team was established to develop a concept for an end-to-end experience encompassing all offers and stages in the customer journey. Our user-centred approach uncovered seven priority customer 'pain-points' that were preventing easy and seamless whole-of-site visitation. This process identified new areas of opportunity to develop exciting customer experiences that drive word-of-mouth.

The result was a detailed blueprint which for a new ‘integrated resort’ App, entrance into eSports, large-scale tourism attraction in Auckland and mobile-tools to empower staff to deliver outstanding hospitality.