The Royal Caribbean companion app was designed to make it easier for guests to plan and manage their cruise vacations. Unfortunately, due to its robust content offerings, guests found the app’s dashboard difficult to navigate and only realized its function once they were coached on how to use it by crew members.
My first task within the Royal design team was to come up with a new solution to an ongoing problem; how to make the dashboard as simple and intuitive as possible. To do this, I decided to completely reframe the situation and mapped out an experience that was as logical and user friendly as possible.
Following a series of stakeholder interviews and card sorting exercises, we began to map out all the different journey flows. Once we put pen to paper, it became increasingly obvious where the critical touch points (and pain points) resided. This made the journey mapping exercise incredibly valuable as I found ample opportunities to solve these challenges through UX and design.
After unpacking all the components and mapping them to the guest’s journey, I was able to visualize ways in which we could organize the content buckets into a more cohesive hierarchy. The modules in the dashboard would be both informational and relevant as they would dynamically display content depending on where the guest was along their voyage - pre-cruise, departure, during cruise, etc.
The primary goal of the design was to ensure a clear and succinct pull-through of the dynamic content from the wireframe flows to the final designs. The following screens were tested and well received during market research. Guests appreciated knowing exactly where to find their profile information, loyalty tier, stateroom information, and found the remaining content modules helpful in managing their journey.