Project Objective:

To implement a self-service digital reservation system for tram tour rides that would reduce long lines and wait times for patrons and visitor complaints, without increasing administrative overhead for the tram operations team

Framework / Methodology:

This project followed a traditional approach, beginning with an extremely thorough “Discovery” phase to elicit, gather, and collect requirements, followed by vendor evaluation, implementation, testing, and finally, a phased rollout. Each phase built logically on the previous one, allowing for controlled scope and stakeholder alignment.

Project Management System:

Smartsheet

Constraints:

Timeline: The project needed to launch in time for the start of the tram tour season. A soft launch was targeted in early May to allow the team time to acclimate to the new system and identify any bugs, followed by a full launch before Memorial Day weekend, the start of peak visitor traffic.

Risks:

Selecting and implementing the wrong system: A poor or hasty vendor choice could have resulted in a complicated user experience, added burdens on staff, or required rework. The team mitigated this risk through a structured evaluation matrix, vendor demos, reference calls, and a weighted scoring system focused on ease of use, implementation speed, and long-term support.

Outcome:

Julie played a central, lead role in guiding the project from concept to launch. She led cross-functional planning meetings, facilitated vendor evaluations, and coordinated all phases of implementation with precision. Julie established a realistic, milestone-driven timeline that included a soft launch for internal acclimation, followed by a full launch before the Memorial Day rush.

Julie’s proactive communication, use of Smartsheet for transparent tracking, and ability to manage both strategic decisions and logistical details helped keep the project on track. She also hosted training sessions, managed change communications, and led a “lessons learned” debrief to capture insights for future initiatives.

The project was a clear success. The new digital reservation system launched on time (with only a few bugs and issues) and received overwhelmingly positive feedback from visitors and staff. Customer wait times were dramatically reduced to nearly 0, the user journey was streamlined into a simple 2–3 step process, and the tram operations team experienced minimal disruption to their workflow. Staff found the system intuitive, and scanning/check-in processes were smooth. Most importantly, the new system helped enhance the overall visitor experience without adding administrative burden—delivering exactly on the project’s goal.

Thanks to Julie’s leadership, the system met business goals without increasing administrative burden, proving that thoughtful project management can lead to real, measurable impact.