Connected Experiences Across Yas Island
Designing one seamless family journey across multiple touchpoints
Self-directed Service Design Case Study
Service Design
Destination Experience
Context:
Yas Island brings together world-class attractions, digital channels and on-island services. This case study explores how these individual experiences could be orchestrated into one connected family journey; from planning at home to arrival, movement between attractions and post-visit memory-making.
Developed as a speculative design exercise using publicly available information and stated assumptions.
The Challenge
How might Yas Island make a family's Abu Dhabi day feel as seamless and memorable as the attractions themselves?
Objective
Design a future-state family experience that connects digital and physical touchpoints across planning, booking, arrival, park entry, comfort, inter-park movement and post-visit memory.
Experience Strategy · Journey Design · Service Blueprinting
My Approach
01 Frame
Define the strategic opportunity and experience ambition.
02 Understand
Develop the target persona, needs and behavioural context.
03 Design
Create experience principles and the future-state journey.
04 Operationalise
Blueprint the people, systems, touchpoints and standards required.
05 Activate
Translate opportunities into prioritised initiatives and solution cards.
Persona
Designing for Camila
The persona was developed to give the journey a clear human lens rather than designing for a generic visitor.
Camila represents the primary family planner, balancing excitement with the practical responsibility of organising the day. Her needs shaped the experience around confidence, ease, family comfort and memorable moments.
Key design question:
How can the experience help Camila spend less time managing the day and more time enjoying it with her family?
Service Blueprint
To bring the future-state journey to life, three critical moments were mapped in detail — online planning, arrival at Ferrari World, and the transition to Warner Bros. World — connecting the guest experience to the people, systems, touchpoints and service standards required behind the scenes.
From Design to Implementation
Designing the future-state experience is only part of the process. The service blueprint was used as a bridge from design intent to delivery, identifying solutions, prioritizing opportunities, defining ownership and dependencies, and creating a clear path for testing, measurement and continuous improvement.
Reflection
This case study reinforced the value of designing the experience as one connected system, not a series of separate touchpoints. It also strengthened my approach to bridging strategy, service design and implementation.