Enhanced by FRAMER AI
Transition paper receipts for spa and bar transactions on-board Disney Cruise Line vessels to a digital format. This represented the initial step in fully supplanting paper transaction records.
Quick Start
Utilized existing design components and developed fresh patterns and assets to determine locations of deal initiation and provide means for the giving mechanism. This achievement was realized in a 100-day campaign.
Familiar Flow
Initial Feedback
Out of all open bar and spa transactions, guests viewed 26% of open tabs, of these, 74% finished the receipt process, with 30% opting for 'None' as their tipping amount.
Design Updates
Revamped the dashboard section and receipts listing screen for enhanced visual interest. Initiated gratuity process automatically upon opening a receipt. Expanded the tipping window from 4 to 24 hours and added various other improvements regarding aesthetic and efficiency.
Improvements, But …
Qualitative Conclusion
Following discussions with our consumer insight team, it was clear that guests were simply more aware of the fact that an automatic 18% gratuity was factored into their payments and chose not to contribute any further discretionary tips.
The crew members' earnings were adversely affected and the feature was shelved reverting to hard-copy receipts.
The psychosocial impacts of shifting from physical to virtual interactions, along with the ethical balancing act involving guest awareness and staff welfare, primarily piqued my interest and led to conversations that influenced the future of the product.
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