What was the scope of their involvement?
Our first meeting was relatively open-ended. We presented our main challenges without asking for a specific answer. Space Between went back to their offices to answer our brief thoughtfully. We assessed their approach and agreed to a date to conduct user testing at one of our theme park locations. I got to observe how they interacted with our customers.
They collected a massive amount of data and compiled a document with an overview of their analysis. They presented their findings during a three-hour debrief meeting to answer our questions. Furthermore, they pinpointed issues we hadn't considered along with viable recommendations to fix them. Space Between's in-house user experience team created these solutions via new designs, user journeys, and pages. They simplified all the steps it took to achieve our goals.
What is the team composition?
We interacted directly with Luke (Director of Customer Optimization, Space Between) and Alex (Head of Customer Growth, Space Between). Luke designed and oversaw the project. Five additional employees worked in the background and evaluated data. I met the broader team when they were conducting research.
How did you come to work with Space Between?
Competitors offer similar albeit less sophisticated services due to the technology at their disposal. Space Between has an eye tracking measurement tool with facial recognition that can discern anger or excitement based on expressions. There are only two of these machines in the U.K. As a theme park entertainment brand, this was especially important. We try to sell experiences online.
Our final decision came down to the team’s credibility and the brands they've partnered with in the past. From a personal perspective, working with them has been effortless and quite exciting. We didn't find that dynamic with other vendors. They seem to genuinely understand the entertainment sector. Our companies have a similarly young, fresh, and less corporate work ethos.
How much have you invested with them?
We spent £15,000 (approximately $19,400 USD).
What is the status of this engagement?
We started working together in September 2017 while our parks were still in season. Space Between completed the project in December 2017, right before Christmas. The entire project took about 8-9 weeks total.