P&O Cruises is Britain’s biggest cruise line. They are part of Carnival Corporation & PLC and we have been for 20 years. The combined fleet of more than 100 ships visit more than 700 ports globally. Nearly 13 million guests set sail every year across the Carnival brands – that’s around 50% of the global cruise market and equates to more than 35,600 daily cruise guests.
THE CHALLENGE
To implement an interactive tv system improving passenger experience during their holiday and increase footfall around commercial areas of the ship. To also create a revenue channel for retail from Entertainment venues, The Spa to Shore Excursions.
HOW WE DID IT
An intense 6 month research strategy with me working on the ships having direct contact with commercial areas and passengers on board. We held workshops with stakeholders onboard and had 121 interviews with passengers. The research allowed us to see the opportunity on how the interactive tv system can be positioned to benefit both passenger and the business. Once the research was completed I presented back to Head Office stakeholders which gave the project the green light for the design phase. I worked shore side with a small design team on creating journeys maps to understand various customer scenarios with our customer profiles. This allowed me to start to design process flows for the interactive tv and how content is presented to passengers.
The designs went through moderated research lab sessions with customers which was very well received. The intense discovery phase gave us a lot of confidence in what we were delivering. I then worked with international development teams to build the system within an agile methodology.
Once deployed onto a few ships in the fleet I followed up with research with passengers and commercial areas off the ship and continually improved the system.
THE OUTCOME
After an intense research period into validating an interactive tv system we delivered an award winning system which generates over a million pounds a year and has increased footfall in retail areas of the ship by 20%.