MONACO CITY TRAVELLER APP

When we were approached by the Principality of Monaco, it was to help them with their biggest challenge, giving visitors to the city an easy-to-use product that would allow them to search for places to eat, shop and explore across the magnificent city. We had to think about how to deliver such a product in multiple languages, easily accessible to the traveller. We put our heads together as a team and put ourselves in the shoes of a ‘traveller’ and went away to create the ‘Traveler App’, a product which would give the traveller access to all the places to eat, shop and explore across the city in the palm of their hands.

THE TEAM

We built an in-house design team of like-minded creative thinkers, working closely with our developers to seamlessly create the ‘traveller app’ for the target audience.

ROLE

Lead designer

COMPOSITION

3 designers,
2 researchers, 
3 BE engineers, 
2 FE engineers
1 product manager

TIMELINE

Mar 19 - Dec 19

THE CHALLENGE

Travelers to Monaco are from multiple backgrounds, cultures and countries, and research shows that travellers find navigating and exploring the city complex.

UNDERSTANDING THE TRAVELLER

1.5M

The average number of visitors to the principality of Monaco City in 2018.

365K

Visitors to Monaco, mainly on a one-day excursion. In 2018, approximately tourists spent at least a night in Monaco.

21%

The number of residents living in the 11 districts of the city are in the miniorty of the population.

170+

The number of resturants in the city.

68%

The number of travelers to the city from Europe are split between French nationals, (23.7%), Monégasque (21.4%) and Italians (20.8%)

5.5K

The average number of beds to stay in hotels in Monaco in 2018.

EAT. SHOP. EXPLORE

We started asking ourselves what it was like to be a traveller in the city? to walk in their shoes, to experience journeying around the city and how we might make their experience more accessible.

THE RESEARCH

Initially, our research centred around the traveller's physical experience in locations around the city at bus stops, underground stations and restaurants. Travellers wanted to know how to get around quickly, where to eat, to shop and stay.

We conducted face-to-face interviews with travellers across key locations in the city, asking them how easy it was to book bus tickets? To find live bus line times? To find places to eat around them? To find places to book and stay. We collated hours of first-hand accounts of their experiences along with an online survey, which helped us to bring together the ideas of what the ‘traveller app’ needed to be for them. Our key takeaways were that travellers wanted access to information on where to eat, shop and travel on public transport in an easy-to-use way and accessible in their native languages to make it easier for them to understand.

THE HYPOTHESIS

Give the ‘traveller’ an experience in the palm of their hands which connects them seamlessly to the information they need to improve their end-to-end travel experience.

THE CONCEPT

Make eating, shopping, and exploring the city a seamless online experience.

We gathered all of our first-hand user research and online data and went to work thinking about how our users would use the app. The user's journey was integral to how we began to identify how they would interact with the app from download through to logging in, signing, searching for places to eat, stay and live transport information, and creating their accounts. We wanted the process to be seamless and easy.

THE CUSTOMER JOURNEY

We identified travellers' disconnection with finding places to eat and stay with a connected online experience. Where they could search in the palm of their hands.

MAPPING THE CUSTOMER JOURNEY

THE USER FLOW

THE DESIGN PROCESS

We implemented four key phases: user research, design wireframing and prototyping, testing and implementation.

WIRE-FRAMING THE TRAVELLER APP

THE TRAVELLER APP

THE TRAVELLER APP

THE RESULTS

“What an easy sign-up process, so easy to find places to eat...”

-Michele B

“I found it so easy to find restaurants...and book a room to stay on my day trip so I stayed for the night”

-Claudio C

“I had no idea what was around me until I downloaded this app...”

-Henry M