Interactive digital signage and customer experience project for P&O Cruises newest cruise ship.
Lead CX @ M&C|XD [Contractor]
To design for 240+ interactive digital signage & promotional screens across P&O Cruise’s new ship and define all other core points of interaction with guests (staff tablets, public screens & in-cabin TV screens).
To ensure the designs meet the guests’ and business needs whilst closely integrating with the fixed signage project and scalable for future enhancements.
Customer experience journey mapping and research
Understanding Audiences and their needs within a digital ecosystem of a cruise ship.
In addition to this I created detailed customer experience journey maps for all audiences type (which I am unable to share publicly) and outlined a core vision, strategy and roadmap for P&O Cruises to improve their CX over the next 3 to 5 years.
The digital ecosystem onboard a cruise ship
Wireframes
Final UI
Deliverables & work undertaken
Stakeholder and user interviews
Customer experience field research
Customer journey mapping workshop
Competitors benchmarking, brand and market review
Findings report, personas and customer experience journey maps
Scope out MVP for launch and define future roadmap
Conceptual UX and designs for digital interactions onboard (including wayfinding, promos, cabin and staff tablet screens)
Leading creative team (visual design and UX) to deliver UX and UI
Defining the information architecture and taxonomy
Sketched wireframes