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.
Initial Flow
Utilized existing design elements, created new patterns and assets to highlight entry points to view open receipts and add gratuity. Preliminary tests showed no usability or development concerns and was first tested on multiple select voyages.
Viewed Open Check
26%
Finished Flow
74%
Opted No Tip
30%
Feedback
Initial tests revealed that once guests got into the flow they were likely to complete it. We wanted to increase engagement with the open receipts and increase tipping amounts.
Design Updates
Revamped dashboard module & listing for enhanced visual interest. Initiated gratuity process upon viewing a receipt. Combined “None” & “Other” tipping amounts. Expanded tip window from 4 to 24 hours. Added various other improvements regarding aesthetic and efficiency.
Viewed Open Check
7%+
Finished Flow
9%+
No Additional Tip
10%+
Feedback
While we experienced increases in engagement and tipping flow, we also observed an increase in opting to tip zero. Ultimately this was negatively affecting crew members earnings pretty substantially.
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 psycho-social impacts of shifting from physical to virtual interactions, along with the ethical balancing act involving guest awareness and staff welfare, primarily piqued my interest on this project.