CUSTOMER EXPERIENCE + CREATIVE STRATEGY
Project Owners
Square, Goldenvoice & Coachella
Demographics
750,000 attendees
56 unique vendors
3 VIP concept restaurants
Curtis Stone’s Gwen
Moby’s Little Pine
Downtown LA’s The Exchange
Grossed
$114.6 million
Deliverables
Case Study for Square Restaurants Launch
High-Fidelity Customer Payment Experience
Meet Activation and Financial Processing Goals
Skills
Voice of the Customer, Customer Experience,
Organization, Time Management
Background
🌵 The premier music festival in the USA, Coachella was founded by Paul Tollett and Rick Van Santen in 1999. This annual event is built on the Empire Polo Club in the Colorado Desert.
This impressive renovation happens every year where the dry, sand-filled grounds are transformed into a lush, green and most importantly, a photogenic playground of music and the arts.
My role at Coachella was to create a great payments experience for three boutique restaurants. Each offered a unique evening of dining - all experienced in the middle of the desert.
🌵 I flew into Coachella Valley a week early to prepare the restaurant for the festival weekend. Menus uploaded; restaurant staff, chefs, Square partners were all trained on the Square Restaurants POS; and troubleshooting and preventative measures were taught to everyone accessing the terminals to protect the experience from any hiccups. We were ready!
Bringing iPads, POS systems, kitchen printers out into the desert sun was no easy task, but we did it. Both Coachella weekends were as successful as Beyoncé’s pink and yellow-themed performances. Bringing iPads, POS systems, and kitchen printers to the desert for Coachella was a challenge, but we successfully managed it.
Both weekends were a success, with patrons of the restaurants able to easily pay with their phone, card, or cash and fully enjoy the unique dining experiences being offered. This was in large part due to the effort put into creating a seamless payment process that did not detract from the overall experience.
“Lordell is a thoughtful, empathetic, and creative force who contributes vastly to any team or project he is on. I had the privilege of working with him in a dynamic, startup environment and saw him bring great work and perspectives to the effort.”
- Dave Costenaro
