Overview
Universal Parks and Resorts partnered with Radiant to strengthen its digital ecosystem through advanced design and AI-driven solutions. Radiant provided end-to-end UX/UI design services to extend the company’s Global Design System, enhance its mobile app, and refine multiple digital experiences. These efforts helped Universal’s digital team achieve greater development velocity while significantly improving guest experiences across channels.
Challenge
Universal sought to maintain a consistent, high-quality digital experience for its guests across platforms while also improving efficiency for its internal teams. Additionally, the organization wanted to explore innovative technologies, such as AI, to streamline guest support and address queries more effectively.
Radiant Solution
Radiant’s engagement spanned two critical areas:
- UX/UI Design Services – Radiant enhanced Universal’s Global Design System and applied it across projects to ensure brand consistency, usability, and scalability. The team also refined mobile and other digital experiences, creating seamless and engaging interfaces for guests.
- AI-Driven Virtual Assistant Prototype – Radiant developed a Retrieval Augmented Generation (RAG)-based virtual assistant capable of answering guest queries using Universal’s internal training materials and documentation. This prototype demonstrated how AI could improve the efficiency and effectiveness of guest interactions.
Technologies Applied:
- Retrieval Augmented Generation (RAG) to integrate context-specific responses.
- OpenAI Large Language Model (LLM) for natural language understanding and generation.
- Open-source technologies to build a scalable and adaptable AI-driven assistant.
Outcomes
- Enhanced and extended Global Design System, ensuring a consistent and user-friendly experience across Universal’s digital platforms.
- Improved mobile app functionality and guest engagement.
- Delivered a working prototype of an AI-driven virtual assistant, showcasing how Universal can leverage AI to enhance guest services.
- Enabled Universal’s digital team to achieve greater velocity, accelerating development cycles and improving customer experience across all channels.
Conclusion
Through its partnership with Radiant, Universal Parks and Resorts successfully advanced its digital capabilities by uniting design excellence with cutting-edge AI solutions. The collaboration not only improved the consistency and quality of guest-facing platforms but also paved the way for innovative, AI-driven guest support. This project demonstrates Radiant’s ability to blend design and technology to deliver transformative outcomes for global brands.
