🌎 Universal Destinations & Experiences
Photo Validation
Photo Validation is a new system used at the front gates of Universal theme parks. Instead of scanning fingerprints, it uses Facial Recognition to let guests enter faster and more easily. Guests who don’t want to use it can show a valid ID instead. This helps speed up entry and gets visitors into the park sooner.
**This Product is both Guest facing and Team Member facing. This is the Guest Facing case study. Click below to view the Team Member facing work.**
View Team Member Case Study ➜
THE PROBLEM
Entry Lines Are Too Long - Reduce Wait Times.
The existing fingerprint scanner was taking too long, so the goal was to replace it and use your face as your ‘ticket’.
MY IMPACT
With the successful implementation of my Photo Validation UX work, the average time per entrance was cut down from 60 seconds per Guest to around 10 seconds per Guest.
Average Entry Time at Front Gate Before & After my UX Implementation
PRODUCT REQUIREMENT HANDOFF
The Product Team gave me some examples to ‘Set The Scene’ of what they were envisioning this could possibly look like (pictured below). I used this and the requirements to begin initial design work.
GIVEN BY PRODUCT
Going in, I worked with my Product team to set a few basic goals/requirements to begin the work on this new Product.
EXPLORATION/RESEARCH
What are other companies using Facial Recognition doing? How can we make a Product that can seem ‘scary’, a bit less intimidating? I did research into what people were saying about some of the more well-known companies using Facial Recognition already, and used it to try and improve it for Universal’s Facial Recognition Product.
INITIAL DESIGN WORK
As we had limited time, I began explorations. I began with the direction given to me by Product, but something felt…off…as I began designing. It didn’t feel engaging or exciting going based off what Product wanted me to do. So, I pushed back and scrapped their ideas and began again.
Our demographic is everyone that visits the park from all over the world, so using a ‘hand in the face’ felt like it could come off as insensitive to many cultures; even if it really just means to wait a second.
To ensure accessibility for all, we did not want to put a circle that a Guest felt they had to ‘fit’ into. This ensures accessibility for wheelchair users, children, and more. Keeping it more ‘open’ was the goal.
ITERATIVE DESIGN WORK
MAKING IT SIMPLE AND FUN…
Since we work at a theme park, I wanted to add in characters (which can be tough to get approved sometimes). I wanted to add in color and elements that felt more Universal. Here were my new goals:
Keeping it to just 4 screens
Experimenting with color, and new ways to show face scanning
Finding more fun ways to demonstrate a ‘loading’ screen
HONING IN & FINAL DESIGN WORK
I started leaning into the ‘curve’ of the Universal globe, and adding it into my work. I tapped into my Motion Design background, and started adding in the fun, and a lot more color and characters to help elevate the work.
UX TESTING + LAUNCH
Before launch, I spent some time conducting tests with both Guest and Team Members to ensure a good experience.
IN PRODUCTION + ON THE INTERNET
Refinements and improvements continue. Photo Validation is being brought to Universal Studios Japan in 2026 and in the process of being added to Universal Studios Hollywood right now.
THEMING
For the past two years, I have worked to add Halloween Horror Nights theming to build excitement for our Guests entering the park. This has been so well received and our Guests loved the surprise and delight! The goal is to keep the overall build of the Product the same as it works efficiently, but to add theming around the event. I had a tight turn around, so I had to design quickly and try to match the theme for the year using our existing Intellectual Property, and designs of my own.
Halloween Horror Nights 2024
IN PRODUCTION
DESIGN WORKFLOW
Guest Feedback on Social Media - 2024
IN PRODUCTION
DOCUMENTATION HANDOFF
Halloween Horror Nights 2025
The theme this year was Fallout, Terrifier, and Five Night’s at Freddy’s. Worked with Marketing to create a cohesive branding that flowed into the UX design on Photo Validation.
What’s Next
Refinements and improvements continue. Photo Validation is being brought to Universal Studios Japan in 2026 and in the process of being added to Universal Studios Hollywood right now.
But wait…
it doesn’t stop there! I have designed multiple features attached to Photo Validation. Check out this Promo Video about all of the features I’ve designed that utilize Photo Validation.
Photo Validation Front Gate
Photo Validation Mobile Enrollment
Photo Validation Express
All content shown is copyrighted and owned by Universal Destinations & Experiences and shown solely to demonstrate the work I produced as a Sr. Lead Global Product Designer.*
All content shown is currently public and able to view online or at the resorts.