Virgin Voyages is on a mission to create the world’s most irresistible travel brand. With the cruise industry’s exceptional reputation for service, they are modernizing their approach by throwing away the scripts and focusing on instilling confidence, building listening skills, and harnessing technology that will help the crew to intuitively serve sailors. With less “yes sir” and more “hello there,” they are looking to empower their crew to utilize a less formal but genuine approach to service corner stoned by personal attention. So how are they going to accomplish this with so many people from all corners of the globe, coming aboard the Scarlet Lady just a few months before she sets sail?

1. www.service-design-network.org/sdgc/2018#SDGC18 @SDGC2018 @SDNetwork
Servicing A Sea Change
Cathy Tobin | Virgin Voyages

2. SERVICING
A SEA CHANGE

3. CRUISE INDUSTRY
400 SHIPS IN 2017
27 NEW ONES IN 2018
24 MILLION+ PASSENGERS
1 MILLION+ EMPLOYEES
Industry
Outlook

4. THE VIRGIN
HERITAGE

5. VIRGIN HERITAGE
GLOBAL PRESENCE
40+ YEARS HISTORY
MULTI-INDUSTRY
The Virgin
Universe

6. VIRGIN HERITAGE
I never wanted to go on
a cruise, but I want to go
on this one. We love to
create quality products
that are fun, fun, fun –
and we’re planning to
create tables on board
that are strong enough
to dance on.
CAPTAIN RICHARD BRANSON

7. VIRGIN HERITAGE
The Virgin
Difference
ADULT-BY-DESIGN
DISRUPTIVE DESIGN
SUSTAINABILITY INITIATIVES
TECHNOLOGY
CREW- & SAILORS-FIRST APPROACH
AN EPIC SEA CHANGE FOR ALL

8. OUR PURPOSE
By putting our Sailors & Crew first,
and listening to what they have to
say, we’re designing an experience
that will elevate sea travel in ways
never thought possible before.
An Epic Sea
Change
for All

9. THE MODERN
ROMANCE OF SAILING

10. TECHNOLOGY
Technology

11. Richard’s Rooftop
ROOFTOP SPACE
SPACES

12. The Dock
ROOFTOP SPACE
SPACES

13. The Athletic Club
ROOFTOP SPACE
SPACES

14. Redemption
INSIDE SPACE
SPACES

16. PLANET
Sustainability
Initiatives

17. The Scarlet
Squad
INCLUSIVENESS

18. RESPONSIBLE REBELS
Responsible
Rebels
Virgin Voyages
Employees Crew Members
are Responsible Rebels

21. Servicing a
Sea Change
Cathy Tobin
VirginVoyages.com
www.service-design-network.org/sdgc/2018#SDGC18 @SDGC2018 @SDNetwork