Holland America guests do not enjoy using the “unifaucet” that has unreliable temperature control and unreadable visual cues.
Holland America Line is #1 for cruises to Alaska, Mexico, & Central America. They are known for the top rated service by passengers from all over the world.
A group of passengers had common issues with the ship showers and were willing to spend a little of their time at sea to work on a solution for a more user centered shower components.
This effort focused on helping current and future passengers have a more usable and accessible experience with an improved ship shower interface.
THE PROBLEM
Holland America guest who feels frustrated with the current “uni-faucet” that needs a more reliable shower temperature control and a faucet with readable obvious visual cues.
TIMELINE
4 days
TEAM
10 users
PLATFORM
Shower
MY ROLE
UX Design, Design Thinking Facilitator, Researcher
I spotted the problem the first day of my cruise. I researched to see who was on the ship and learned more about their specific needs and frustrations. I found a handful of willing passengers who agreed to help explore other solutions.
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The bulk of the project was done in 4 days. I worked to put the case study together after I returned from the trip.
PROBLEM SPOTTING?
I experienced the problem first hand and later encountered other passengers who had had the same experience and we empathized with one another and agreed to take action.
A PEEK AT
THE SHOWER
UNDERSTANDING
THE USER
From the interviews with five users, I created a persona, journey map and affinity map.
PERSONA
JOURNEY MAP
AFFINITY MAP
KEY CLIENT RESEARCH LEARNINGS
-
hot water comes out of the ship
faucets at 100º-120º degrees -
current knobs hard to grip with arthritis
-
twice - the average times a user adjusts the water during a shower
-
50% of users use glasses or contacts
IDEATION, PROTOTYPING
& TESTING
TITLE OF THE CALLOUT BLOCK
KEY USER RESEARCH LEARNINGS
-
temperature control is very important to user
-
I could have added braille in more places for a better accessible experience (arrows/pull)
-
Having larger visual cues is important for both usability and accessibility
-
I sent this case study to HA &I received a note back saying
it’s being shared with the Provisioning Team -
Users preferred the solution we arrived at together over the “uni-faucet” we started with