Hospitality & Leisure project

Costa Cruises: Online booking experience

With a customer base that spans nineteen countries and speaks twelve different languages, Costa Cruises sought a web experience that would help its customers trust online booking as much as traditional walk-in travel agencies. In 2015 we partnered with them to reimagine their digital experience, working closely with the company to understand its users’ needs and develop solutions that were tested and measured with quantitative, real-time analytics. Based on our findings, we created a simplified, informative booking flow that gave customers enough confidence to book their travel plans online. And it was effective: since the new site launched, Costa Cruises has doubled the number of online bookings.


Opportunity
With a customer base that spans nineteen countries and speaks twelve different languages, Costa Cruises sought a web experience that would help its customers trust online booking as much as traditional walk-in travel agencies. In 2015, we partnered with Costa Cruises to reimagine their digital experience, working closely with the company to understand its users’ needs and develop solutions that were tested and measured with quantitative, real-time analytics.
Outcome
Based on our findings, we created a simplified, informative booking flow that gave customers enough confidence to book their travel plans online. And it was effective: since the new site launched, Costa Cruises has doubled the number of online bookings.

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