Building the future park customer operation system from 0 to 1

KaisaGroup Holdings‘s Jinshawan International Paradise

Kaisa Jinshawan International Paradise is a world-class benchmark cultural tourism business card project built by Kaisa Real Estate on the occasion of its 20th anniversary. It combines five thematic amusement parks, performing arts centers, beach parks and other businesses, forming an international tourism resort complex in the Greater Bay Area.

MOMOUX collaborated with the team from Kaisa to plan the future digital service operation system of the international theme park. Based on service design thinking, the user journey map and service blueprint were reorganized, and a digital customer relationship operation platform and backend management system were defined to empower the staff and operations of the future Jinshawan Park.

Neither loyalty programs nor annual passes build true customer relationships. Every long-term sustainable relationship that a company builds with its customers is its greatest asset for growth.

-Email from Noble, President of Kaisa Sands Bay International Park
-Former Director of Disney Operations

How to build a long-term relationship bond with park visitors?

Through interviews and systematic analysis of online and offline and different people's journey output insights and visions. We also comprehensively sorted out the needs of data and users' experience needs in the park to empower the improvement of service quality.

Global experience journey building How to operate customer relationships from a systematic perspective requires deep insight into the viewer and understanding of the business. We combed through the different user journeys, and we conducted multiple rounds of exploratory interviews with relevant departments and employees within the client to jointly develop a global experience journey.

More storytelling immersion experience Since most parks do not think about the user experience in a holistic way, which leads to a lack of immersion in users experience. We systematically analyzed the journeys of different people based on the storytelling of the journey, to synthesize and output our insights and vision.

Improving service quality through personalized data During the interviews, there was a lack of clarity internally about how data is collected, channeled, used. How to empower internal staff to make decisions through digital system and enable service staff to provide a "sense of wonder" experience for visitors is a pressing issue. We have sorted out the needs of data and user experience to empower the improvement of service quality.

Build a "sense of wonder" experience park with high retention rate and high emotional resonance

In order to enhance the experience of the visitors, we use service design thinking to plan the service memory points of the park in phases to enhance the peak experience and make the visitors feel the warmth and surprise of the service.

Immersion experience

When visitors register in each channel, the system not only collects personal information and needs, but also gives them the IP role of "Roc Saver". Visitors can choose their own character avatar, title, etc. to increase their story immersion.

Caring and surprising service

Special care services are provided for disadvantaged people, such as people who need wheelchairs are guided by the movement line from the underground garage. The park staff provides a better play experience through privileges, such as knowing the anniversary of the visitors in advance and providing surprise cards or small bouquets.

I think the future of CRM is not the traditional CRM，

For business cooperation please contact us

Business cooperation

Join us

Contact us