P&O  | Guest & Crew Experience Strategy

 
 
 

Designing a magical guest and employee experience 

 

More than 1.3 million Australians take a cruise each year in a highly competitive marketplace injecting over $5 billion into the Australian economy. Underpinning each brand is a fight to attract the right crew to deliver their service. 

 

CHALLENGE

 
 

To create experiences that gets both guests and crew coming back and bringing their friends.

 

THE OUTCOME

 
 

Focused the leadership team on the key areas that mattered and drove double-digit gains in employee and customer engagement.

 

OUR APPROACH  

 
 

“An immediate positive impact was seen in our teams, changing the way we looked at things and bringing to life insights that we had up until then, been unable to truly establish”

 
 

Peter Little, Senior Vice President Guest Experience, P&O Cruises

 

Research

 

 

 

  • Robust research sessions with the leadership team to unpack their aspirations. 

  • In market (at sea) research with crew and guests including interviews, journey mapping and shadowing to unpack their key needs vs the reality.

 
 
 
 
 

Prototyping 

 

 

 

  • Collaborative co-design of guest and employee experience concepts.

  • Visualisation of concepts to bring them to life and iterative testing with both guests and crew to identify the key ‘magical’ ingredients. 

 
 
 
 
 
 
 

Shared Narrative

 

 

 

  • Feasibility analysis and financial modelling to tease out the quick wins and heavy hitters.

  • Created the guest and employee strategy including how to roll it out and supporting ‘storytelling’ assets.

 
 
 
 
 
 

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