Case study 01 · Flagship project

Connected Entertainment Technology

How can several independent technology systems operate as one connected guest experience?

EnvironmentFamily entertainment & hospitalityMy focusTechnology, operations & business analysisStatusPlanning and implementation

The business problem

A modern entertainment venue is not one business system. It is a collection of customer journeys happening at the same time.

Guests may reserve online, sign a waiver, check into an attraction, rent bowling shoes, order food, buy drinks and make additional purchases during one visit. The challenge was to define how the technology, hardware and physical workflows should work together without creating confusion for guests or employees.

My goal was not simply to count terminals. It was to connect every hardware decision to a real operational moment.

The steps I took

  1. Mapped the guest journeyReservation, arrival, waiver, check-in, trampoline, bowling, arcade, dining and departure.
  2. Separated the operating zonesTrampoline, bowling, arcade, kitchen, bar, café, host and management functions.
  3. Matched systems to each workflowToast, Roller, bowling and arcade technology were evaluated by user, task and location.
  4. Defined the hardware planRegisters, KDS screens, printers, handhelds, desktops, waiver displays and cash drawers.
  5. Documented handoffsMapped where people, orders and information move between systems and teams.

Systems and tools

ToastRestaurant, bar and café workflows
RollerTrampoline, check-in and waivers
Bowling platformLanes and front-desk operations
Arcade platformCards, credits and prizes
ExcelRequirements and planning
Process mapsGuest and employee journeys

Visual story

From separate systems to one operating model.

1Reserve
→
2Arrive
→
3Waiver
→
4Check in
→
5Play & dine
Connected
Guest Journey
Toast
Restaurant · Bar · Café
Roller
Trampoline · Waivers
Bowling
Reservations · Lanes
Arcade
Cards · Credits · Prizes
Hardware
POS · Kiosks · Touchpoints

Key outcomes

7planned POS setups
4kitchen displays
5order printers
5handheld devices

Figures represent planning requirements and may evolve during implementation.

What this project demonstrates

Systems thinking connects technology, people, space and business goals as parts of the same problem.