Carnival’s Ocean Medallion
The Ocean Medallion project transforms the cruise ship into an ecosystem by connecting the guests, the crew and the admin together. The medallion works in conjunction with Ocean Compass, a digital experience portal that serves as a vacation concierge before, during, and after travel.
Safety assembly and gangway entry/exit experience for guest and crew, and accounting system for bridge
My project area
My role
Design lead
Timeline
Oct, 2016-Dec, 2017
Product platform
Android mobile and web
Field Study, storyboard, system map, wireframe, UI design, user flow, user testing, QA
Responsibilities
Vision and Goal
The current gangway and safety assembly accounting process is manual and frictional. Our mission is to reimagine and design an end-to-end “non-transactional” and streamlined experience among guests, operators and command chains.
Streamline Process
Reduce the friction at check in and out interaction between guest and operator. A minimal transactional process will is the ultimate goal to achieve a streamlined check in and out process during safety assembly and gangway experience.
Empower the Crew
Optimize the efficiency and accuracy of accounting process by improving the visibility of guest info to operators and accounting results to the bridge and safety center.
Foster Relationships
Development personal relationship between guests and crew during the gangway and safety assembly process. Armed with the right information at the right time, the crew will be able to check in and out the guest in a more welcoming and transparent manner.
Understand the problem space
I did secondary research on ERP, interviewed security operators and commanders, and participated safety assembly to understand safety area with first hand experience. The takeaways are:
The roles of different users in the current operation system
The current environmental setup
The challenges of the current operation system
The pain points of the existing guest experience
Future scenarios
To improve the current workflow, I created user journey and system map to demonstrate a seamless end-to-end experience from gangway security and safety assembly, and additional activities along the journey. Hardware/software integration is marked on each touchpoint which facilitated building the common ground between design and development in the early project stage.
Iteration and Testing
Besides internal design crit among the design team, my work was reviewed by clients and SMEs from Cruise Safety Team. Every week, we synced with other agencies on the same project to align on interaction and visual language across all the Ocean product domains.
Low and high fidelity prototypes were developed based on testing goals and focuses. UI testing was done in a simulated cruising environment with lighting and noise conditions. To evaluate the the performance of BLE sensing between medallions and devices, the development team and I conducted large-scale testing on 40+ people in one of the Carnival warehouse. The simulated check-in process helped us evaluate the speed and accuracy of the current system of both software and hardware. The test guided further design modification based on technology capability.
Mobile App (Crew facing)
To allow crew members achieve efficiency and accuracy in their jobs, the safety assembly and gangway app are designed with three usability principles as below:
Intuitive and consistent interaction to support repetitious action and muscle memory from their jobs
Clarity and legibility on guest photo and information for to increase job accuracy and efficiency
Providing highly visible context about who is logged in and what event is going on to inform operators of the current state
Dashboard (Admin facing)
The design has transformed the traditional white board into an interactive tool for bridge to monitor and control safety assembly and gangway process. The design is driven by data prioritization and security enhancement based on needs from the bridge.
Mobile App (Guest facing)
Future scope
The concept of digital experience of safety assembly for guests was proposed by me as an extended scope of this project. During safety assembly, a more frictionless and guided experience for guests is equally crucial as for crew members.
The concept is integrated with other Ocean experience areas such as Wayfinding. So guests can easily find their assembly location. Once they’re checked in by crew, their status will be updated on the app and released back to Ocean entertainment experience.
