GV NavigatorRole
Lead Senior UX Designer
Design Problem

        Improve the terminal check-in application used by Carnival employees by addressing workflow pain points identified through an existing-product audit and on-site research.
      
Collaborated With

        Mobile Development, Back-End Engineering, Project Management & Client Stakeholders
      
UX Ownership

        UX Audit → Client Discovery → On-Site Research → Userflows → Wireframes

DESIGN
SCENARIO MAPPING

Client Discovery started with sketches of the customer flow captured on the fly with our client who had limited availability for meetings.
This helped us capture the client’s expectations for the experience and visually represent them for clarifying discussions.

RESEARCH
ON-SITE OBSERVATIONS

Here are some photos I took during the on-site trip to Port Everglades in Florida where we observed the Navigators check guests in at the Terminals.
We were able to observe real-life day to day interactions of the application in use and interview users to discuss pain points they experience.

DESIGN
USERFLOW

I turned the sketches above into a cleaned up flow document, which we verified with the client and then used to inform the rest of the team.

DESIGN
WIREFRAMES

The first 10 wireframes demonstrate the start of check in. It features an accordion style section by section guide for all the steps in the process.
It also enables the Navigator to see all guests in the party and hop back and forth between them if necessary.

Travel Documents

The next set goes through the process of adding the guests’ required documents.

PAYMENT ACCOUNT

The guest can then add a payment method and specify who from the guest’s party has permission to charge to it.

OPT-IN steps + Rest of guests

This last set of wireframes shows additional steps such as registering children in the party to the youth program and more guests in the same party being checked in.