Cruising into unique digital experiences
Royal Caribbean International engaged EY teams to develop a modern, consumer-grade mobile app to help increase their market competitiveness and redefine the customer experience.Web & App Development | Service Design | UI/UXProject summary
Situation
Royal Caribbean 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 a broad, 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 palms 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 digital-first mobile experience, made waves in a digitally 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 successMore than 499k happy customers left raving reviews for the iOS app.
Top 3 challenges
- Changing the Royal Caribbean culture and facilitating cross-department collaboration.
- Introducing new agile methodologies at scale.
- Managing scale and complexity of the technological landscape for a digital transformation.
