When Strategy Meets Execution
From human insights to real-world results.
From No Pre-Cruise Experience to a Seamless, Revenue-Driving Journey
The Challenge They Faced:
Cruise guests often booked their voyages months in advance—but after booking, there was no interaction until they boarded. Once on the ship, guests stood in long lines to reserve specialty dining, excursions, spa appointments, and more—when all they wanted to do was start exploring. The result: missed revenue opportunities and a poor first impression.
Our Approach:
Through in-depth research, we uncovered guests’ desire to explore and personalize their trip before departure. We created the project mantra—“Start Your Vacation Now”—and designed a digital pre-cruise planner that let passengers build their onboard itinerary through a simple drag-and-drop calendar. VectorHX developed the business strategy, design strategy, and prototypes, and supported technical implementation. The user-centric solution aligned guest needs with business goals, transforming both the pre-sailing experience and the company’s approach to digital engagement.
The Business Impact:
20% increase in per-person revenue from pre-cruise and onboard add-on sales
Reduced onboard staff costs through better guest planning and insights
Repeatable experience design model that improved satisfaction and loyalty voyage after voyage
Additional Case Studies
How We Transform Insights Into Action
Discovery: We lead with understanding your business goals, not just user preferences. Our approach means working with your team to identify strategic challenges that customer experience can actually solve.
Collaborative Implementation: Research becomes reality through systems that work across departments. We don't just deliver—we create processes that help teams consistently act on insights.
Measurable Outcomes: Every recommendation connects to metrics executives care about. From conversion rates to cost savings, we track the impact you can present to the board.
Sustainable Transformation: Your team learns to make customer-focused decisions every day, creating lasting change that continues delivering results after we're gone.
Ready to Turn Customer Insights Into Real Results?
Stellar customer experience isn't about making things prettier or easier to use. It's about creating moments that spark change, build loyalty, and drive measurable outcomes.
Let's talk about how our solutions approach could work for your business.
During your strategy session, we'll:
Start by understanding your business goals
Explore how your customer insights could create the most significant impact
Identify opportunities your competitors might be missing