Product UX / Strategy / Research
Role: Assoc. UX design director
The Context
Four Seasons Yachts brings our legendary service and innovation to the seas with the launch of our luxury yacht experiences. Revel in the splendour of modern sea voyaging – marked by bespoke craftsmanship, personalized service and a dedication to excellence – offering an unmatched luxury lifestyle experience at sea.
The Challenge
During our research, we uncovered a complex customer journey associated with our new service. This deep dive revealed several gaps that could hinder optimal user experience. Tasked with this insight, we recognized the need to not only bridge these gaps but to also devise innovative strategies that would allow us to effectively reach, engage, and retain our customers. Our overarching goal? Ensuring a seamless, end-to-end experience for each user.
Methodologies & responsibilities
Conducted foundational CX research using the 4 C's (Customer, Competitor, Culture, Company).
Part of the team that facilitated 5 business stakeholder interviews, from preparation to synthesis.
Defined customer interview segment model.
Refined three B2C user personas, highlighting unique attributes.
Expanded initial CX journey map with insights from foundational research.
Crafted experience principles for a unique customer journey.
Iteratively revised the customer journey map and experience principles.
"User-centered experiences are the key to success."
