Bringing Luxury and Ease to the Online Booking Process at Scenic
Challenge
Scenic Group, which includes Scenic Luxury Cruises & Tours and Emerald Cruises, has been a leader in luxury travel for more than 35 years. At the core of its brand promise is a commitment to delivering what it describes as the ‘Nth Degree’ experience for guests – providing exceptional service and quality. While this rings true for its on-board experience, its digital booking experience for cruises and tours had not evolved as fast to meet the expectations of modern luxury travellers.
The client’s goal
Scenic Group wanted to create a digital platform that upheld its luxury brand ethos while scaling to meet growing customer demand. It wanted to:
Build a sophisticated, easy-to-use online booking platform
Create seamless customer journeys
Deliver personalisation at scale with tailored recommendations
Ensure future scalability for growth
Outcome
During our close collaboration, we enabled Scenic Group to design and launch a booking platform, allowing customers to research, book and manage their trips online. This included significant design work, considering the user experience and a suitable interface.
The result delivered
The team delivered on:
A booking platform useable across five brands in 15 global markets
This included a design language system of reusable components to ensure consistency across the brands.Improved customer experience
Scenic Group was able to reduce operational costs thanks to a reduction in calls to its call centre, and the platform paid for itself within the first four weeks.A visual trip planner
Through enhancing the customer experience, this helps build a sense of excitement and adventure pre-tour and help increase ancillary conversions.