Cruise Flight Search

Allow guests to make flight reservations and connect to their cruise

  • Showing competitive flight pricing and options.
  • Enabling a frictionless experience when booking Cruise+Air
  • Continuously grow Cruise+Air revenue by delivering a best-in-class platform
  • Innovating beyond the competition to set the standard for Cruise+Air booking on the web.

Project Info

What we’re solving

Enhance the Air Program, with the primary goals of:

  • ─  Delighting guests with competitive flight pricing and options
  • ─  Enabling a frictionless experience that will continuously grow Air and Cruise revenue bydelivering a best-in-class platform
  • ─  Enhancing the user interface
  • ─  Innovating beyond the competition to set the standard for cruise and air booking on the web
  • ─  Encouraging guests to book air through celebritycruises.com

 

How we’ll measure success

Ways that we will measure the success of this project include but are not limited to:

  • ─  No reduction in cruise booking
  • ─  Increase air conversions
  • ─  ROI on this initiative
  • ─  Decrease customer care calls related to air

Users need a reason in order to make a change

A shift in behavior is a lot to ask of users. They’re used to doing one thing — booking their cruise with you and their airfare with their preferred airline or travel website. When we ask them to change, we need to tell them why. Methods like consistent language throughout the funnel and key messaging at the right times can go a long way in communicating the benefits and perks of booking air. In addition, providing tools that make them feel that they’re making a smart, informed decision simplify their shopping process.

Personalization

More and more, users expect their experience to be personalized. For Celebrity, personalization can mean a lot of things including: reconfiguring a guest’s homepage to book air after they’ve booked a cruise, serving up their preferred airline and other preferences based on their previous behavior or profile inputs, customizing positioning based on their persona, and much, much more. We heard this was an opportunity area during our stakeholder interviews and agree that personalization could have a big effect in motivating behavior change.

 

How we learned

Subject Matter Expert Interviews

We interviewed 14+ people to understand their perspectives and goals as it relates to the strategy for approaching this project. By looking across these stakeholders to understand commonalities and differences, key themes start to emerge.

Onboarding Resources

Absorbing all of the documentation and information that has come our way the past few weeks has been a top priority. We’ve been using a shared drive to digest things like personas, user flows, brand identity, voice guidelines, analytics, product demos, merchandising techniques, and more.

Landscape Analysis

Evaluating competitors (and even non traditional competitors) can help identify areas where we could ‘zig’ where everyone else is ‘zagging’.

Role

UX Architect, Lead Designer, UXPO

 


Telehealth

Long-distance patient and clinician contact, care, advice, reminders, education, intervention and monitoring.


Created a visual language that unifies the user experience across platforms, devices, and input methods and provided a flexible foundation for scaling and brand expression.

Project Info

The Challenge

Administrative tasks are one of the big drivers of high healthcare costs and time consumption. Automating routine processes like patient task notification management helps medical clinics and hospitals minimize their administrative expenses.It does this by reducing the amount of follow up tasks the staff is expected to perform to ensure communication has been delivered, which lets them make the most of their working hours. It also helps maintain efficiency — by easing workloads and assists staff members perform better, more meaningful work.

Hypothesis

We believed that staff members will benefit from an improved user centric approach specific to their assigned tasks and reduce neglect with the introduction of automated notifications. Efficiency, accuracy and fewer errors directly benefit the facility’s bottom line, as patients who receive quality care from a professional and focused medical team will have abetter experience under their care.

Why

  1. Reduce missed nursing cares – improve task management flow.
  2. Reduce phone calls – automate communication as much as possible and avoid unnecessary manual communication between team members.
  3. Improve usability with an efficient interface
  4. Create a notification schema to enable users

How

We created a set of components to facilitate an automated process management that streamlines and standardizes many administrative tasks, freeing medical staff to focus on what they do best: patient care.

  • Provided a cloud based web application
  • Improved usability and personalization based on role, tasks and views.
  • Introduced a Notification Schema
  • Provided a Flexible, scalable and configurable user interface.

What

A cloud based web application that integrates with Hospitals’ EMR systems to allow nurses, collaborators and other internal users to view summary of patient required tasks, create & assign tasks, request and receive approvals*, provide educational steps for the patient and collaborate seamlessly with care team members.

Measuring Success

  • Reduction of task errors
  • Reduction of calls
  • Reduction of time to complete a task

Role

Lead UX Architect and Design Lead from conception to implementation.