6,200 Miles and 50 Venues: How AI Transformed Nine College Interns Into a Customer Experience Research Engine
What happens when you send nine college interns across Texas to assess 50+ entertainment venues, armed with a structured research framework, cameras, and their notebooks? You get 6,300+ photos and videos, mountains of field observations...and an analysis problem that would take traditional methods months to untangle. At Frogslayer, we used AI as one tool in the mix: accelerating pattern detection across massive qualitative datasets and surfacing findings faster than manual synthesis alone could manage.
The patterns were hard to ignore. Across venues, we found the same failure modes hiding in plain sight: ""exit stage neglect,"" systematic QR code failures, staff unable to operate the technology they're promoting, broken digital booking flows. But identifying patterns is only half the job. AI can find signals; it can't tell you which ones cost real money.
That's where Frogslayer's deep consulting experience in hospitality and entertainment became the actual differentiator. Recognizing a broken booking flow is one thing. Understanding whether it's a technology problem, a training problem, or a strategy problem is another. This session introduces our methodology: how we built and trained the research team, structured fieldwork for consistency, and how consulting context transformed raw AI-generated patterns into meaningful operational recommendations.
Tim Scott leads product strategy, design, and customer experience research at Frogslayer, a Texas-based consulting firm specializing in experience-driven brands in the food and entertainment industry. With over two decades of experience across legal technology, healthcare, energy, financial services, engineering, and education, Tim brings cross-industry insights to complex operational challenges in guest-focused businesses.
At Frogslayer, Tim directed the 6-month CX research initiative that assessed 50+ entertainment venues and built the AI-enabled analysis methodology presented in this talk. Tim has led product development and user research teams at engineering software companies and professional services firms, working with organizations ranging from Fortune 500 industrial companies to AmLaw 200 law firms to leading research universities.
Throughout his career, Tim has been driven by a passion for creating exceptional experiences for people, whether that's guests at entertainment venues, engineers using complex software, or legal professionals managing critical workflows. He holds a BS in Computer Science from Texas A&M University and is certified in Product Strategy (KMC) and User Experience (Nielsen Norman Group).
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