Royal Caribbean - Agent Tools
Head of Product Design (Contract)
Role:
2025
Year:
Background:
More than 90 percent of cruise bookings happen through travel agents. This makes the tools agents rely on, such as Royal Caribbean’s Cruising Power platform, absolutely critical to the company’s business performance.
However, the ecosystem around these tools is complicated: multiple internal teams own different parts of the experience, workflows vary widely between agencies, and technical constraints limit how quickly improvements can be delivered. As a result, agents often struggle with slow, fragmented, or unintuitive workflows at the exact moment Royal needs to provide speed, clarity, and confidence.
Problem Statement:
Travel agents need fast, reliable, and easy to use booking tools that help them find the right itinerary quickly and serve their clients with confidence.
Work Performed:
Leading a team of three UX designers, and collaborating closely with our in-house visual design team, we worked with a wide network of Royal Caribbean stakeholders to drive alignment and move the project forward. Key responsibilities included:
Managing consensus across dozens of stakeholders for a series of high stakes user journeys. This required producing clear design artifacts that explained, summarized, and simplified decisions throughout the project.
Running requirement validation workshops to confirm goals, constraints, and success criteria.
Creating low fidelity responsive mocks and prototypes to validate core concepts and end to end workflows.
Implementing and iterating on a new design system for CruisingPower.com.
Delivering annotated designs for highly complex responsive experiences, including a significant number of edge cases and conditional paths.
Examples of Design System Work
Examples of High Fidelity Designs
Why It mattered:
This work mattered for several reasons tied to quality, delivery, and long-term value.
Handled significant complexity by designing for a large number of variants, edge cases, and conditional paths while keeping the experience coherent and usable.
Delivered on time within an aggressive timeline, enabling downstream teams to stay aligned and maintain project momentum.
Supported a smooth rollout with designs that are now being implemented on schedule and progressing through Royal Caribbean’s release plan as intended.