Phase 1
Defined strategy and experience vision, aligning initiatives to enhance guest experience across loyalty, youth, and onboard offerings
Global Cruise Line (Confidential)
Experience Design & Product Innovation
Designing and delivering guest experiences at scale across complex, multi-ship operations.
Shaping and Optimizing Guest Experiences at Scale
A global cruise line focused on enhancing guest experiences across key segments, including loyalty, youth, and family offerings.
Operating across a large fleet, the organization continuously develops new products, venues, and programs to drive guest engagement and onboard revenue — requiring alignment across design, operations, and onboard teams.
- Client: Global Cruise Company (Confidential)
- Industry: Hospitality, Travel & Experiences
- Company Size: 100,000+ employees globally
- Location: Miami, FL
- Website: Not disclosed
Delivering new guest experiences required integrating physical, digital, and operational execution at scale across multiple ships — aligning teams, vendors, and onboard operations while maintaining consistency, quality, and speed.
Key Considerations
Integrating physical spaces with digital and service components
Coordinating cross-functional teams across design, operations, and commercial
Ensuring consistency of experience across multiple ships
Delivering new concepts within operational and timeline constraints
Pulsar led cross-functional execution across experience initiatives — aligning design, operations, and onboard teams, and translating concepts into scalable, executable programs across the fleet.
Phase 2
Developed concepts & guest journeys across physical and digital touchpoints, defining service flows
Phase 3
Structured execution frameworks and established cross-functional operating models
Phase 4
Coordinated cross-functional delivery, aligning operations, supply chain, and onboard experience teams
Phase 5
Delivered rollout & onboard launch, developing materials, training, and operational plans
What We Delivered
Developed new guest experience concepts across loyalty, youth, and family segments
Integrated physical, digital, and service-based experiences
Cross-functional execution across design, operations, and commercial teams
Scalable rollout of experiences across multiple ships
Structured frameworks for experience development and implementation
Successful rollout at scale, with stronger alignment, consistency, and execution across guest experiences.
What Improved
Successful rollout of new experiences across the fleet
Increased consistency across guest touchpoints and onboard environments
Improved coordination across design, operations, and commercial teams
Strengthened execution discipline across development and rollout
Enhanced guest engagement across key segments
Delivered new guest experiences across multiple ships, aligning cross-functional teams and onboard operations to ensure consistent execution at scale.
Work With Us
Designing experiences across complex operations?
We help translate strategy into guest-facing experiences that align product, operations, and execution at scale.
Get in Touch