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Monstarlab is your “AI & Digital Partners” for empowering business transformation and new value creation through the power of AI and digital technologies.

<p>Gardens by the Bay, a destination with spectacular displays of engineering design and beauty of nature, wanted to find a way to create an enhanced in-person experience but with safety as the top priority. Coming off another project with Monstarlab, Gardens by the Bay came with the challenge of transforming the existing mobile app into a more holistic mobile companion. Integrating contactless e-commerce solutions on top of fun features that will augment unique real-world experiences for the users.</p><p><br></p><h3><strong>Crafting Unique Experiences Tied Closely with Customer Safety</strong></h3><p>The entertainment and hospitality industry has been heavily affected by the Covid19 pandemic. Forcing businesses to rethink strategies to cope and sustain business operations, and Gardens by the Bay was no exception. So when the opportunity to re-open beckoned, they wanted to offer extraordinary experiences with an emphasis on safety. Monstarlab was commissioned for the project and talented team was set up for an end-to-end engagement. The task is to rebuild the previous app and expand capabilities to include contactless solutions to address safety in light of the Covid 19 pandemic. The team had to redesign the app architecture, UI and UX of the base app to integrate the new features. Working on 2-week sprints, priorities for inclusion were the ticketing and membership features integration. Given the good working relationship, the app was launched well within the three-month timeline in time for the re-opening of the popular venue to visitors.</p><p><br></p><p><img src="https://cdn.builder.io/api/v1/image/assets%2Ffb3ccc876dd442c6ae31d776377e35db%2Fa57e2eecdab1421383b5fce9ec915c68?format=webp"></p><p><br></p><h3><strong>App Experience</strong></h3><p>Gardens by the Bay app is the perfect digital companion for the “new normal” visitor experience. It takes into account the top two aspects of the experience, fun and safety. Contactless features allow users to complete transactions right in the app, minimizing the risk of exposure to more people. On top of that, the app enriches the real-world experiences with engaging and informative features made exciting with Augmented Reality.</p><p><br></p><h3><strong>Expanded AR Experience</strong></h3><p>AR adds a layer of excitement and a newfound appreciation for Gardens by the Bay. Features like Skyline 360º and Wayfinder enable engagement and discovery.</p><p><br></p><h3><strong>Integrating Gamification</strong></h3><p>The visitors earn points and get to build their own virtual Supertree by exploring the venue. This in turn increases foot traffic on more locations in Gardens by the Bay benefiting more business establishments.</p><p><br></p><h3><strong>Relevant Safety Features</strong></h3><p>Contactless solutions and crowd management features help reduce unnecessary person-to-person contacts. It enables smooth transactions for ticketing and membership and at the same time, they can monitor crowd build-up in various attractions in real-time.</p><p><br></p><ul><li>MVP with key features launched in only 3 months</li><li>75,000 app downloads in just 6 months</li><li><br></li></ul>

<h3><br></h3><h3><strong>About Gardens by the Bay</strong></h3><p>Gardens by the Bay is a 110-hectare premier nature park located at Singapore’s Marina Bay District and made up of three main waterfront gardens. It started as a government initiative to transform its "Garden City" to the more ambitious "City in a Garden" way back in 2005. It was inaugurated in the middle of 2012 and has since welcomed more than 50 million visitors from around the world and counting.</p><p><br></p><h3><strong>The Future</strong></h3><h4>Establishing an Enduring Partnership</h4><p>On top of the first version app features, Monstarlab will be working closely with Gardens by the Bay to help realize their vision of creating unique experiences for their customers through new app features and functionalities.</p>

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World-renowned modern garden destination, Gardens by the Bay, takes customer experience, safety, and convenience to new heights with its new mobile application.

Delivering Memorable End-to-End Experiences in the New Normal

<p>Income is one of the social enterprises under the umbrella of NTUC Enterprises that provides insurance products to the market. They were looking to increase accessibility to insurance and expand insurance coverage in the market. Monstarlab was tasked to create a mobile app that revolutionises the way people view insurance and seamlessly integrate into consumers’ lifestyles via innovative experiences. SNACK by Income was thus conceived to create a positive digital experience and made to feel like a lifestyle mobile application, and after an intensive development and iteration of 10 months, it was launched in April 2020. The app lets users build up their coverage just by living their lives.</p><p><br></p><h3><strong>Finding the Solution That Appeals to the Millennial Segment</strong></h3><p>Despite a large population of the market being digital natives, specific segments of consumers still view insurance as “hard to reach” and are of “high barriers to entry.” A common mindset is that they find insurance hard to understand and see it as an unnecessary cost on top of their “essential” living expenses as it often entails fixed monthly/ yearly financial commitment. Income engaged Monstarlab to explore possible solutions that will appeal to the segment. The team took into account two important pieces of information. Digital natives are mobile-first, with 159% mobile penetration, and they exhibit high usage of contactless payment methods. Monstar Lab and Income opted for the development of a unique mobile app experience.</p><p><br></p><p><br></p><p><img src="https://cdn.builder.io/api/v1/image/assets%2Ffb3ccc876dd442c6ae31d776377e35db%2Fbf5fef75c8ca4162ac5ad294e1268640?format=webp"></p><p><br></p><h3><br></h3><h3><strong>The App</strong></h3><p>This initial idea was turned by us into a mobile application prototype. The app was tested among attendees of the Singapore FinTech Festival, the country’s largest tech festival, for initial feedback and to gauge interest. Positive customer feedback prompted Income to give the team the go signal to bring the mobile application to production. SNACK by Income is a mobile application that can be downloaded for both Android and iOS. The app has a wide selection of partner merchants and brands integrated into the system that fit the lifestyles of the target demographic. It is designed to educate and, at the same time, allow easier access to their first insurance coverage. Key features include:</p><p><br></p><h4><strong>Easily Set-Up an Account</strong></h4><p>Users can easily create an account on the app in less than 3 minutes (via SingPass). They can then choose from a selection of relevant activities from partners that SNACK works with to link their lifestyle activities to the purchase of products on the app.</p><p><br></p><h4><strong>Convenient Payment Schemes</strong></h4><p>Users can link their lifestyle activities to the purchase of insurance products on the app. For every activity performed, they will automatically contribute their selected bite-sized premium (e.g. $0.30) to purchase chosen coverage.</p><p><br></p><h3><strong>Get Multiple Coverages at the Same Time</strong></h3><p>Users can benefit from multiple varied 360-day insurance coverage simultaneously. For instance, for every cup of coffee purchased, a user gets deducted a certain amount for accident insurance coverage, while for every deduction from fitness goals will go to life insurance coverage.</p><ul><li>2nd Place Winner Singapore Financial Institution Category, Singapore Fintech Festival 2021</li><li>3 months' delivery time of App v.1.0</li><li>4.6 stars App Store rating</li></ul>

<h3><br></h3><h3><strong>About NTUC Income</strong></h3><p>Income is one of the social enterprises under the umbrella of NTUC Enterprise. Established in 1970, the only insurance cooperative in the country was created to make essential insurance accessible to all Singaporeans. It currently serves more than 2 million customers and has under its management assets totaling 37 Billion $SGD.</p><p><br></p><h3><strong>The Partnership</strong></h3><h4>Strong Partnership Enabling Future Developments</h4><p>Having gained Income’s trust and partnership, Monstarlab is onboard for the ongoing development and improvement of the mobile app. This includes new features, integrations, and other developments on the development roadmap. It also opened the possibility of collaborating on other areas that the client is looking to venture into.</p><p><br></p>

Design and build a mobile app experience that taps into the lifestyles of consumers and use it to influence a positive attitude towards insurance.

Introducing Millenials to Insurance Through A Unique Mobile Experience

<p>Monstarlab’s team, bolstered by AB testing specialists, Chartis, conducted a UX audit and tech assessment identifying areas of opportunity. We looked at everything from experience flows for individual products to analytics tools, gaining a solid understanding of the business model and how the testing architecture could be enhanced for maximum impact. The team’s then worked in unison, crafting updated Experience design based on data-driven hypothesis. In the space of 3-months, our strict prioritization process identified and delivered 8 high impact A/B tests, resulting in 6 winners, with an average booking conversion rate increase for mobile users of 3.5%, and the highest performing test delivering a 6% booking increase.</p><p><br></p><h3><strong>Building Momentum</strong></h3><p>Working together with the inhouse experimentation team, Monstarlab and Chartis leveraged our expertise in mobile strategy design and data to deliver rapid results. We designed and tested variations of multiple aspects of the booking experience, analyzed the results and found opportunities to drive conversions. To capitalize on the success we also delivered an Experiment playbook and development-ready test specifications enabling Virgin Voyage’s teams to create further effective tests moving forward.</p><p><br></p><h3><strong>Immerse</strong></h3><p>We analysed user experience and reviewed existing data highlighting key opportunities for improvement.</p><p><br></p><h3><strong>Codify</strong></h3><p>We developed a repeatable framework with clear acceptance criteria principles to guide the experimentation process.</p><p><br></p><h3><strong>Experiment</strong></h3><p>We defined, designed, and tested the variants with real users.</p><p><br></p><ul><li>  +5.7% increase in bookings (highest mobile winner)</li><li> +6% increase in bookings (highest desktop winner)</li><li> $20 million projected revenue impact</li></ul>

<h3><br></h3><h3><strong>About Virgin Voyages</strong></h3><p>Virgin Voyages is the world’s #1 cruise line, based in Florida. The company operates a fleet of three luxuriously designed ships: Scarlet Lady, Valiant Lady and Resilient Lady that take passengers to over 100 gorgeous destinations. On-board, 20+ eateries feature culinary experiences from Michelin-star chefs, stylish workout spaces and group fitness classes are offered daily, and a festival-like line-up of intimate and larger-than-life shows are on the agenda.</p><p><br></p><h3><strong>Experimenting Together</strong></h3><p>The three teams of Monstarlab, Chartis and Virgin Voyages collaborated together layering capabilities and taking advantage of each other's expertise. This focused approach not only produced quick initial results but created fertile ground for future ideation and improvement.</p>

Virgin Voyages is a world-renowned brand offering adult-only luxury cruises. Monstarlab was tasked with improving the conversion rate of mobile website bookings in time for the 'Wave Season', the busiest revenue generating period of the year when cruise providers give the best offers to potential customers.

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Monstarlab

“Shaping a future with the creativity of
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AI & Digital Partners,

AI & Digital Partners,

Services

Product Strategy

Experience

Development

Product Growth

Payment Solutions

Work

Monstarlab

“Shaping a future with the creativity of diverse teams and technology.”

AI & Digital

Partners,

“Shaping a future with the creativity of
diverse teams and technology.”