Product design & Testing for Royal caribbean

The goal of the new Royal Caribbean app is to guide guests throughout their entire vacation; from early check-in, planning activities, dinner reservations and navigation of map decks.

As a former Product Designer and UX Researcher for the Excalibur Mobile App team, I had a unique responsibility in which I designed visual solutions for various products but also lead our team’s user testing strategy.

Role as Product Designer:

I designed new features and enhanced existing ones, optimized user journeys through visual solutions and helped develop the design system.

Tools that I used for visual design included:

Sketch

Principal

Invision

Role as UX Researcher

I was responsible in designing concept prototypes and executing testing sessions with real end-users before the designs went to development. I presented insights and offered recommendations for continuous iterations.

Some of the testing methods I facilitated included:

  • User Interviews

  • Usability Testing

  • A/B Testing

  • Information Architecture testing

  • Task Analysis

I led various user testing sessions to accomplish a variety of objectives. The following are a few of my visual designs and the testing sessions I conducted to validate design and development decisions.

Pre-Cruise Event Booking Usability Test

Method:

This moderated usability test to determine if guests are aware that some products can be booked prior to being onboard while others can’t.

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My role was to design the use cases for guests who have downloaded the Royal Caribbean app prior to boarding and who try to add events to the calendar.

Objectives:

  • Gather insight on guests’ understanding that some products can be booked pre-cruise

  • Learn if guests understand the language used on non-bookable products

  • Understand what information is necessary for guests to see for pre-cruise booking

Highlights & Findings:

All participants understand that some products can be booked pre-cruise and that others can’t until being onboard.

Pre-cruise findings:

  • Most participants want more information on why non-bookable events can only be scheduled onboard

    • Few participants believe they can only schedule non-bookable onboard because it is complimentary.

    • A couple of participants mentioned time conflict as a reason for not being able to schedule non-bookable pre-cruise

  • Several participants recommend changing the copy on cue card to “Add to calendar once onboard”

    Mid-cruise findings:

  • Half of the participants suggest separating and prioritizing bookable items from non-bookable items in pre-cruise state.

  • Many participants where curious about time conflicts between different type of events.

pre-calendar_mockups.png

Next steps:

  • Review hierarchy or visibility of items that cannot be booked pre-cruise.

  • Consider providing guests with ability to save non-bookables pre-cruise

  • Review error remediation for guests who reserve within time conflicts.

  • Consider using buttons for booking items

Wi-Fi Connectivity Notification Usability Test

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Method:

Moderated Usability Testing: Users evaluated prototype in which Wi-Fi notification was presented and dismissed.

My role was to design Wi-Fi notification interaction for when there is no connection on the ship. Once the concept designs and an interactive prototype were created, I set up a test plan and script to follow. I screened participants and moderated individual testing sessions on a Royal Caribbean ship with current guests.

Objectives:

  • Determine if users interact with Wi-Fi banner for more information on connecting to Ship Wi-Fi

  • Gain insight on how users find information on how to connect to ship Wi-Fi

  • Understand the information that is helpful and expected for connecting to ship Wi-Fi.

Findings:

  1. Almost all participants recognized and comprehended that there was no Wi-Fi connection with notification utilizing context within visual treatment.

  2. Participants suggest keeping notification visible for longer time range to ensure they would see the information about what is required from the user.

  3. Participants expected the interaction of tapping on the notification to take them to links to available networks not steps to follow.