Navigating Success in Cruise Operations

Synopsis

• Client faced operational inefficiencies, error-prone processes, dependencies on IT staff, and an incapacity to adapt to market changes.
• Implemented a design system which was used across the suite of business applications to deliver a consistent user experience and improve development velocity.
• Enhancements resulted in a standardized, more efficient and resilient cruise operations ecosystem.
• Benefits to the client included decreased transmission of false information to guests, improved error correction, accelerated call times, heightened user adoption, reduced external platform reliance, optimized reservation management, expedited sailing pricing, minimized calculation errors, and enhanced communication with agents and customers.

Article

Designing self-service business management tools for our client presented a myriad of challenges from the project's inception. The initial hurdle involved phasing out an archaic legacy system entrenched in manual, paper-based processes and unwieldy user flows. The sluggish performance of this outdated system resulted in operational inefficiencies, error-prone processes, excessive dependencies on IT staff, and an incapacity to adapt to dynamic market changes due to technological limitations. Moreover, scattered information across disparate sources compounded user frustrations, underscoring the necessity for a seamless and cohesive experience. Addressing diverse user needs across various departments demanded a unified UI design system. Additionally, turnover of team members and the late-stage business rule changes added layers of complexity, necessitating agile adaptation to evolving requirements.

The design aspect presented its own set of challenges, given the diverse needs of numerous user groups and departments. The turnover of team members and last-minute business rule changes further complicated matters, necessitating an agile approach to accommodate evolving requirements. Overcoming these hurdles necessitated a holistic design approach, effective stakeholder communication, and a fusion of strategic design thinking with technical innovation.

We began a double diamond design process with discovery, enabling us to collaborate with stakeholders and users to identify goals and associated deliverables. The resultant solution was a robust suite of cohesive business applications that share ‘one source of truth’ data regarding transactions, rules, and customers. Operating within agile scrum product teams, we implemented a design system across multiple applications within the new software environment. This was underpinned by business workshops, user testing, and continuous feedback loops, aimed at enhancing efficiencies and streamlining daily tasks. Notably, user adoption played a pivotal role in ensuring the success of the software.

To meet the client's needs, we introduced various enhancements. These included streamlined and effective processes like adding cruise ships, improved error checking mechanisms, reduced training times, reduced guest call times, increased system scalability and application integration. Our solution delivered tangible results, including decreased transmission of false information to guests, improved error correction, accelerated call times, heightened user adoption, reduced external platform reliance, optimized reservation management, expedited sailing pricing, minimized calculation errors, and enhanced communication with agents and customers.

Collectively, these changes culminated in a standardized, more efficient and resilient cruise operations ecosystem.