Product case · 11 / 13
Everything a guest must do before they arrive
Product note. Organizations, dates, private data and implementation details are omitted.
The problem and the decisions
Before a luxury cruise there is a quiet pile of work nobody looks forward to: documents, preferences, payment, the details the crew needs before the ship leaves. I worked on the everything a guest has to do before they sail, plus digital booking, loyalty and checkout.
The tension is that the brand promises effortlessness and the compliance reality asks for a lot. Ask everything at once and people abandon; ask too late and the ship sails without what it needs.
So the work was sequencing: what must be true before departure, what can wait until the person is already excited, and what the crew can ask in person better than a form ever will.
What it was built with
What I did
What I learned
Luxury is not fewer questions. It is asking each one at the moment it feels reasonable.