Portal is a virtual reality arcade located in Ballard, Seattle. Being new to the area (established in Oct. 2017), their constantly shifting business model, due to seasonal demands has created a website that’s difficult to understand and leaves the burden of explaining their unique pricing structure and policies to the staff.

With 2 weeks to complete this project, I budgeted 3 days for initial research, 4 days for interaction design, the following 3 days would be dedicated to testing and refining. Any residual time would go to the visual design and the preparation/rehearsal of my presentation.

CUSTOMER SERVICE 
The experience has a very steep learning curve and requires the hosts to assist with waiver signing, game setup, game recommendations, keeping track of users’ playing times, tending bar and concessions and disinfecting equipment between users.

RESERVATIONS & EVENT INQUIRIES 
Due to the high customer assistance levels, employees are not always able to follow up on event inquiries right away, but unfortunately, many inquiries still come in through phone calls.

PRICING & BUSINESS MODEL
Competitors have simpler pricing and rewards programs that don't need as much explanation. Since many of the customers are unable to understand the pricing structure on the website, it often leads to customers calling in for clarification. Due to constantly shifting seasonal demands, Portal finds themselves shuffling prices, stores hours and has a difficult time planning for staff.