I was approached by a previous client of mine to run the digital signage project for P&O Cruise’s latest cruise ship.
The initial brief was to create a strategy for 240+ interactive digital screens around the ship (wayfinding and information) - and define other core points of interaction from staff tablets and in-cabin TVs, to promotional screens. This would include design guidelines for the different types of screens, as well as a content strategy for all screens based off of position on ship, time of day, geographic location, type of cruise day etc.
A large part of the project was understanding audience needs within the context of a cruise ship, so as an extended part of the research, we also created full customer experience maps for the end-to-end cruise experience, as well as guidelines to improve their overall CX over the next 3-5 years.
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)
Defining the information architecture and taxonomy