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John Ball Zoo Digital Transformation - Enhanced Online Experience
  1. case
  2. John Ball Zoo Digital Transformation - Enhanced Online Experience

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John Ball Zoo Digital Transformation - Enhanced Online Experience

launchpadlab.com
Hospitality & leisure

Challenge

John Ball Zoo, a rapidly growing nonprofit, faces challenges with an outdated digital infrastructure. Specifically, the online checkout process is clunky and frustrating for customers, leading to lost sales and hindering the organization's ability to scale. The zoo's existing systems are struggling to keep pace with growth, and a lack of a seamless digital experience impacts customer satisfaction and revenue generation.

About the Client

A prominent West Michigan nonprofit zoo experiencing rapid growth and seeking to modernize its digital presence to enhance customer experience, increase revenue, and support scalable operations.

Objectives

  • Modernize the online checkout process to reduce friction and improve conversion rates.
  • Expand online revenue streams through online ordering and membership sales.
  • Improve the user experience across all digital touchpoints.
  • Enhance the online registration process for summer camps to handle increased demand.
  • Establish a scalable and flexible digital platform to support future growth and new features.

Functional Requirements

  • Branded and user-friendly online checkout with multiple payment options.
  • Integration with a payment orchestration platform for flexible payment processing.
  • Online store for merchandise sales.
  • Online food ordering system for convenient in-person purchases.
  • Automated summer camp registration with capacity management.
  • Recurring donation functionality.
  • Gift membership options.
  • Gift card redemption functionality.
  • Coupon management.

Preferred Technologies

Spreedly (Payment Orchestration)
Centaman (POS System)
API Integration
Cloud-based infrastructure

Required Integrations

  • Centaman POS System
  • Spreedly Payment Gateway
  • Email marketing platform
  • CRM system

Non-Functional Requirements

  • Scalability to handle peak traffic and transaction volumes.
  • High performance and fast page load times.
  • Robust security measures to protect customer data.
  • Accessibility compliance (WCAG).
  • Reliability and uptime.

Expected Business Impact

This project is expected to result in increased online revenue, improved customer satisfaction, reduced operational costs (e.g., staffing for checkout), and enhanced scalability to support future growth. A streamlined digital experience will also strengthen the Zoo's brand and position it as a modern and customer-centric organization.

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