Previously known for its river cruises, Viking launched Viking Ocean Cruises in 2015. Our mission was to help Viking develop a full range of new digital products to deliver an exceptional customer experience while meeting all six of these goals:
Concierge service is a staple of upscale travel, but user research told us that the top prospects for luxury cruises don’t necessarily want every detail handled for them. They are often very hands-on and self-reliant while still desiring concierge service from time to time. We used this data to define a new level of service for Viking Ocean Cruises.
During 2016 (first full year of operation for Viking Ocean Cruises), 96% of guests created a My Viking Journey account vs. the ingoing goal of 80%. My Viking Journey generated $244 million in incremental revenue. Cruise Critic voted Viking Ocean Cruises the world’s best cruise line.