As part of a comprehensive effort to evolve their eCommerce channel, NCL engaged us to develop a new booking process that would both accommodate the varying needs of their customers and give NCL a competitive advantage.

​

Our research uncovered that NCL’s booking process neglected its first-time users and created a flawed experience for its more knowledgeable customers, while NCL’s competitors used a one-size-fits-all approach that did not adequately address any customers’ needs. Our solution was to redesign the direct booking path and to create a new assisted booking path.