Espresso Global Reservation System Usability Testing
As Royal Caribbean Cruises Limited worked to set the strategy, re-design and launch their trade-facing booking system, Micstura worked hand-in-hand to develop an iterative Global research testing plan. The big challenge was coordinating across internal teams, across Global markets and being agile with the create development process.
Exploratory focus groups were conducted in multiple markets in the US to help guide the early information architecture and wireframe phases with card sort and messaging hierarchy exercises.
With a fully designed and semi-functioning prototype, we took the research international to carry out in-depth interviews across US/ Canada, Europe and Asia.
With the recommendations from the second phase, the booking engine was enhanced and tweaked for one final round of testing. Key travel partners participated in a review of the fully designed prototype, focusing on final specific areas to be adjusted.
With Phase 1 live, RCCL wanted to keep a pulse on the market reaction. We launched a multi-tiered Global Pre/Post online survey, site intercept to gauge reactions, competitive positioning and overall satisfaction with new site functionality.
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# of Travel Agents Interviews