Challenge
Embarkation was slow and paper-heavy, onboard drink ordering required guests to track down a server, and Guest Services lacked the data to know where passengers were actually struggling.
Cut embarkation time by 5x with AI-led facial recognition and a reimagined guest journey
- Cruise & Hospitality
- Facial Recognition
- Guest Innovation
- Mobile Experience
- Global Cruise Line
- AI-Powered Guest Experience
- Live in Multiple Global Ports
From boarding to onboard service, AI-led automation and rapid prototyping turned slow, manual guest touchpoints into fast, data-driven ones.
5X
Faster Embarkation
44%
Guest Issues Resolved
50%
Shorter Guest Services Lines
3 sec
Average Face Detection Time
Why it mattered
For a 3-day cruise, a full day lost to boarding friction was a third of the vacation gone before it even started, while long Guest Services lines and manual ordering quietly eroded the onboard experience.
Outcome
InfoBeans reimagined the guest journey end to end: AI-led facial recognition replaced manual checks at boarding, ship-wide drink ordering launched via a new mobile app, and data-driven experiments across Guest Services surfaced dozens of fixes, backed by hundreds of rapid prototypes with the innovation team.
Impact
Embarkation time dropped from 90 minutes to 3 minutes, drink ordering went live ship-wide on Castaway Cay, and a clear roadmap resolved 44% of guest issues while cutting Guest Services lines in half.
This is what removing friction actually looks like.
This is what removing friction actually looks like.
Guest experience often breaks down in the small, unglamorous moments — a line, a wait, a form. We focus on finding exactly where that friction lives and replacing it with something faster, so the experience matches the moment guests are actually there for.
