Cruising into unique digital experiences
EY Design Studio was engaged by Royal Caribbean International to develop a modern, consumer-grade mobile app to help increase their market competitiveness and redefine the customer experience.Service Design | Web & App Development | UI/UXProject summary
Situation
Royal Caribbean International (RCI) was looking to set itself apart in a sea of competition. They were ready to redefine the cruise experience by empowering guests with a next-level digital experience.Solution
We built an end-to-end, digitally-focused transformation strategy, including the design and development of a modern, data-driven native mobile application. The app put revenue-generating opportunities (like ship navigation, shore excursions and dining reservations) in the palm of customers' hands. This was a game-changer. The app substantially improved guest experiences, while also driving operational efficiencies across the entire fleet. This new digital capability also helped drive bookings, strengthening Royal Caribbean's competitive advantage.Reinventing Royal Caribbean’s strategy, centred around the launch of a seamless, digital-first mobile experience, made waves in a digital laggard industry.
Beautiful inside and outRCI’s digital experience helps guests get insights into various events and features on and off the ship, in real-time, with location and weather updates.
Critical successOver 499K happy customers left raving reviews for the iOS app.
Top 3 challenges
- Cultivating even more cross-team collaboration within Royal Caribbean.
- Introducing agile methodologies at scale to a first-time agile company.
- Managing scale and complexity of the technological landscape for a digital transformation.
