I recently took a Carnival cruise.
Carnival has replaced almost all paper
– paper menus, paper schedules, etc –
with digital.
Which seems like a great idea
except…
Guests have to bring their phones
with them everywhere,
phones many of us associate
with work,
devices that we link
with the every day.
with our real lives.
The ship’s fancy dining rooms
were filled with people
staring down at their phones.
It was stressful as hell,
not at all relaxing,
not a ‘vacation’,
which was what we were all
paying money
and devoting time
to achieve.
Solving a customer’s need
comes first.
Don’t sabotage that
for convenience or cost savings.