situation.

Holland Casino is a monopoly and the only real casino in the Netherlands. Despite this, there is a lot of competition. Directly from the slot machine halls, but also indirectly from, for example, the cinemas, the theater and restaurants. This makes it a challenge to retain guests and attract new guests. Certainly in a world where innovations succeed each other faster and faster, which means that consumer expectations change just as quickly.
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Young Digital Leaders have been asked to introduce a "new way of working", which should help Holland Casino to:
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1. Understand more quickly where the problem / need of her (potential) target group lies;
2. To arrive at solutions that respond better to this problem / need.

solution.

To better understand the target group, the Young Digital Leader uses so-called human-centered design methodologies, such as the Lean Start-up or Design Thinking. These methods not only provide insight into where needs / problems lie, but also translate this into prototypes that in turn lead to validated concepts.
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First of all, the team conducted frequent interviews on the floor of the casino, to really speak to the guests about their experiences. With the valuable user feedback and subsequent user tests, opportunities have been identified to attract the "first-time visitor" more and better. It has turned out that it is not always clear to them what exactly you can do at Holland Casino and how everything works.
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Based on personas inspired by the pain points of the mapped Customer Journey, we brainstorm towards possible solutions. The solution will be given the project name "The Grand Tour". Millennials are given a tour of the casino where, in addition to a drink, they are given an explanation about different games and can take a chance themselves. The proposition is tested and improved by means of prototypes and test runs with the hosts of different locations. The Grand Tour is live and a success!

REsults.