Product Design
Acme Cruise Line
End-to-end product design for one of the world’s most recognizable cruise lines
Acme Cruise Line offers a unique experience for all ages, including high-quality entertainment, dining, recreation, and activities. Acme needed a new passenger management application, tailor-made for their magical experiences and top-notch customer service. Our solution supported Acme and its passengers from pre-arrival preparation, embarkation, ports of call, through debarkation.
SUMMARY
ROLE
SENIOR DESIGNER
UX - VISUAL - MOTION - STRATEGY
CONTRIBUTION
TIMELINE
9 MONTHS
RESPONSIVE APP (MOBILE, TABLET, DESKTOP)
PLATFORM
DEFINE
Acme’s third-party passenger management application was no longer meeting their needs. The multiple steps of the passenger experience were siloed, existing in different apps with totally different experiences. The experience lacked unity - both on the front and back-ends. In addition, due to legal circumstances, we were not permitted to view their existing, third-party solution.
The Challenge
Design and develop custom applications to unify the passenger management experience.
Deliver four separate, but unified applications to support passenger management beginning to end.
Create an intuitive experience to reduce employee training time.
Our Goals
DELIVER
Unify the experience – create a shared visual language and experience across applications.
Task focused – each application (and functions within those applications) exist to perform a specific task (ie. verify a passport, passenger check-in, change staterooms) – make the task clear and simple.
Efficiency is everything - as many as 6,700 passengers pass through the terminal in less than 5 hours – ensure all actions are fast and efficient.
Build for the future - each application needs to be flexible. Devices used vary between tasks, ports, and positions – make the apps function everywhere.
Our Solution
Welcome is likely the first interaction a passenger will have with an employee on embarkation day. This step is essential as it creates a log of the passenger being at the terminal on embarkation. The employee is confirming the guest has arrived at their correct Port Arrival Time and, if so, marking them as ‘Welcomed.’
WELCOME
01 Landing Screen for Welcome 02 Menu 03 Search Results when searching for a stateroom 04 Guest profile - this guest has an alert.
For over 90% of Acme’s passengers, Check-In involves checking luggage and a review of previously uploaded documentation to confirm it matches the passenger and their in-person documentation (ex. a passport). If there are any issues at Check-In, the passenger is sent to an additional step afterwards, called Check-In Support.
CHECK-IN
01 Search results on tablet for Check-In. 02 Happy Path for Check-In, all Pre-Arrival verification is confirmed, Guest only needs to activate wearable, if applicable 03 Check-In Confirmation modal - Guest moves onto Gangway
For those guests who did not complete pre-arrival check-in, or had any issues during the previous Check-In step – they come to Check-In Support. An employee will review their profile and documentation and assess and solve the issue. Once a guest has successfully completed Check-In or Check-In Support, they move to Gangway.
CHECK-IN SUPPORT
01 Completing the Guest Information step of Check-In 02 Completing the Identification step (ex. Passport) of Check-In 03 Completing the Payment Method step of Check-In
The final step of embarkation is Gangway. At this step, employees simply scan the QR code given to each passenger, that action moves the passenger from ‘ashore’ to ‘on board’ – and the passenger boards the ship! It is essential that gangway is fast, efficient, and clear – employees will see clearly a bold green (pass) or red (fail) screen, in addition to the passenger’s photo and key information.
GANGWAY
01 Gangway home/landing screen, it includes a boarding tracker, manual entry, gangway location, and scan history 02 A successful scan at Gangway 03 An error or unsuccessful scan, Guest is sent to Guest Services to resolve the issue
Supervisor – Preparing the Voyage and Managing Issues
In addition to our passenger management app, we built a Supervisor experience. This experience allows a supervisor to manage any problems not solvable by a terminal agent, but also gives them control over the set up and management of boarding groups for embarkation day.
01 Boarding Group Management page - used by Supervisors to monitor and manage flow of passengers in the terminal on embarkation day
01 Set Up Voyage process - when a supervisor sets up boarding groups, several months prior to sailing, so guest can be assigned when pre-arrival registration begins. 02 Ship Manifest is used when searching for guests
In addition to setting up voyages and managing boarding groups, the Supervisor can make changes such as Stateroom change and managing passenger alerts.
ADDITIONAL SUPERVISOR FUNCTIONALITY
01 The first step in the Create an Alert process - used when an alert needs to be added to a Guest or group of Guests 02 The final step when changing the stateroom for a Guest, confirming the original and new staterooms, Guests impacted, what Guest will pay (or be credited) for price changes, and notes.
OUTCOME
Building a custom suite of applications to support cruise operations
Acme Cruise Lines needed custom solutions for their growing operations. We quickly built solutions to replace existing applications – which gave them full, internal control of their embarkation experiences. These apps support everyone from the welcome agent at the terminal, to management handling the creation of voyages back in the office – and ultimately, creates a better embarkation experience for their passengers.
