The Key Task

Get operations and experience teams to better use data and translate it into guest-friendly operations and policy changes

Business Goals

• Address lagging guest-experience scores and soft demand for tickets when team was not performing well

• Make better use of large investment in guest experience data and visualizations

Guest Wishes

• Ensure that the operation reflects the way guests experience it - more seamless and consistent interactions across the multiple departments and vendors at each journey stage

• Do a better job of listening to guests who take the time to provide feedback

Strategy

• Conceptually map the guest journey to visualize which teams guests interact with at each stage of their visit to Oracle Park 

• Group key managers based on common stages of guest journey to ensure joint review, discussion, and planning rooted in data

• Work with Business Analytics to develop data visualizations that meet the needs of staff consuming the data

• Train managers on how best to make sense of data, facilitate good discussions, and help teams translate learnings to action