The challenge
Design and build an ecosystem of connected experiences, turning the client’s vision of loyalty into reality in 15 months.
The typical customer journey in live entertainment stops with end of an event, lacking lasting connections and acknowledgement of loyal fans. To address this missed opportunity, Reydix asked frog to build a solution based on an ecosystem of digital and physical products that connect fans with artists, and launch it in time for the 2023 club season start in Ibiza. At the core of the solution there is a smart wristband that expresses the status of the fan and evolves with time to reflect their loyalty. The digital touchpoint support fans and artists interactions as well as access management and data collection..
Plan & Approach
22 months of engangement and 5 phases to design the full digital experience across consumer and business domains.
We assumed full responsibility for designing the four pivotal touch-points that define the digital ecosystem: the Reydix App for Fans, the Reydix Enter App for event management staff, the Reydix Web Portal for artists and venues, and the Reydix Website, aimed at articulating the value proposition and enticing partners and users.
From conceptualization to detailed design, we shaped these touchpoints using an Agile approach, providing support throughout the development process. This allowed us to meticulously craft every facet of the user experience and successfully launch an MVP version that caters to all conceivable use cases, that is also scalable for future iterations.
The solution
Creating a multi-sided platform that connects fans, artists and event organizers.
The Reydix experience is built around the fans, who are provided a connected bracelet and a companion app that unlock special access to events and experiences from the digital world, to the physical and back. However, the app and bracelet are just a part of a larger ecosystem that connects fans with various people who work behind each event. This ecosystem allows the artist and their team to understand their fans better and offer unique access as a reward for their loyalty. Additionally, the venue/event team has its app and portal that simplifies operations before, during, and after the event.
The challenge was to develop a system that easily connects all these actors under a unified experience, that can scale as the user base grows in the coming years.
The consumer app
Reydix – an App for music fans to discover new events and connect with their idols.
Reydix is born around a clear narrative: connecting fans with their idols. The Reydix App is the primary touchpoint for all the fans that want to discover events, connect with artists and venue, purchase or import event tickets, join raffles and manage the liveTime Wristband. The users have also the possibility to access events faster with their Reydix ID, a unique code that replace the classic ticket code.
The event management app
Reydix Enter – an App for the event staff for managing guest lists and check-ins.
Reydix Enter is the mobile application for the event staff for managing the guestlists, perform check-ins and control zone access at the venue. The goal is to improve the current way of managing events, make it faster and offer a way to manage entrances with LiveTime Wristband and Reydix ID. The app flexibly adapts its IA and features to meet the needs of the 3 key users: supervisors, doormen and bouncers.
Evaluative research
Validating the concept with professionals from the live entertainment industry.
The research objectives were to validate the concept foundation of the Reydix Enter app experience and investigate users’ actual experience and workflow in managing their job: touchpoints, actors, interactions, pain points. We interviewed 5 people from two important clubs, through 1h remote-session video calls. We got in contact with the main roles that are involved in reydix Enter: Event supervisor, Event manager, Bouncer and Doorman (entrance).
We built and tested three core workflows that form the foundation of the Reydix Enter Application. We Interviewed the potential users to understand their initial thoughts about the concept, highlighting strenghts and weaknesses in order to improve it.
Design system
Unifying the whole ecosystem with a scalable and consistent Design System.
The digital products had to present consistent UX behaviours, UI components and brand elements across the experiences. We structured the design system by having a part shared between all the products, that includes foundational elements and core UI components. For each product we build then a specific set of ad-hoc components. We delivered an exhaustive and detailed system, that the Reydix team can update and scale on its own when integrating new features and product in the future.
Experience vision
Amplifying the impact by expanding into new opportunities to elevate the fan experience at scale.
The majority of the engagement was focused on designing the key experiences to allow a soft and quick launch on the market, creating a solid base for future implementations and offers. Anyhow, Reydix aims to become much more than what’s included in R1. And picture what Reydix is going to be in the future is fundamental for building a roadmap of implementation and get partnerships. With this in mind, we ran 2 full-days ideation workshop with the client team, to envision the future of the service. We envisioned the future of the service, drafting some potential ideas that we developed into concepts, to tackle some key areas of interest of the reydix vision: loyalty, challenges and rewards, digital collection, marketplace, memory cards, avatars & digital identity.
