Behind the Design
THE CHALLENGE
Nora launched as a cruise discovery tool — she could explore destinations, suggest itineraries, and route guests to NCL.com. But she didn't know who you were. Every conversation started from zero. I joined mid-project to build the authenticated layer: the version of Nora that could finally know her guest.
THE UNLOCK
I designed the authenticated layer — the point where Nora stops being a generic assistant and starts being yours. Authentication was the mechanism. Recognition was the experience.
THE GUEST EXPERIENCE
Once authenticated, every answer Nora gives is specific to you. She doesn't surface a dashboard — she responds to what you ask, with your reservation, your balance, your upcoming trip.
THE PAYMENT WORK
The most complex piece: adapting the payment flow I'd designed for NCL.com's Supernova redesign to work inside a conversational interface. Three screens — payment options including FlexPay, card entry, and review — all living inside Nora as modals over the chat.
The Design
See also
NCL : Checkout & Payment
Designed the end-to-end checkout flow for NCL.com on purchases averaging $3,000– $5,000. Contributed to a 20% increase in completed bookings.
NCL : Search & Discovery
Redesigned NCL.com's cruise search experience to a visual, mobile-first card grid.