An onboarding program for a global audience

Royal Caribbean

Getting to know the learner was our first priority

But for an audience who comes from all over the globe, that posed a challenge. While everyone aboard the ship is English-speaking, they have completely different cultural context and reading abilities. While a strawberry might be a common fruit in the United States, someone living across the world might never have seen a strawberry. And because of different learning environments, some individuals might be better at reading English than speaking English and vice versa.

This global audience brought unique challenges. So, we put extra care into course development details and equipped the learners with a combination of voiceover, on-screen text, and photo-centric explanations to reach the learner exactly where they are.

Photo of a Royal Caribbean employee with text and icons representing Scenarios, Pronunciations, Role-specific content, Knowledge checks, Interactions, and Responsive design.

Strategic planning for course development

This project has a massive scope. 300+ courses for 15,000 learners across 14 roles and counting. With such a large initiative and so many separate workstreams, we knew early on that we’d need a dedicated team. Maestro assembled a group of writers, designers, and project managers whose sole focus was creating beautiful content for Royal Caribbean while gaining expertise and improving processes that helped scale the initiative.

To achieve a business impact as quickly as possible, Maestro prioritized roles by learner volume.

Two example planning documents with bar charts used in the planning of the project

Large statistics of the project including, Training for 20+ roles, Over 24,000 people will take these new courses, 250+ courses, 4-year initiative.

Training powered by modern design

The courses are primarily designed in Articulate Rise, a software our team has learned to stretch to the limits in the name of a great experience. And not only do the courses look good—they work great, too, no matter where the learner is or what device they’re using.

Two iPads on a tropical background showing engaging digital training courses

An award-winning experience

Royal Caribbean is committed to building an amazing experience for their employees because the better the employee’s experience, the better the customer’s experience. This commitment has lead us to create out-of-the-box learning opportunities that go above and beyond the original scope, like bartender training that features custom illustrations and animations that bring the “wow” to the learning experience.

This Brandon Hall Gold Award-winning simulation offers a more entertaining and effective learning experience, all while saving Royal Caribbean company resources. Practicing mixing drinks can be costly, but providing adequate training to bartenders is incredibly important, as mixing drinks incorrectly diminishes taste and may pose health risks. Our Simulation not only helps Royal Caribbean’s bartenders to master mixing cocktails in a risk-free environment, but boosts learner engagement and retention through its inventive, gamified approach to bartender training.

 

These are big numbers

Project statistics including, a 21% average increase in performance scores, a 90% increase in crew confidence and preparation after taking the course, 95% average of learners that successfully completed onboarding, which far exceeds the goal of 80%, and a 2.9% increase in guest service scores, which crushed the already aggressive goal of 0.6%.

This is what partnership looks like

We’re proud of our partnership with Royal Caribbean. It’s a true testament to the success that can come from integrating our team with our client’s team, building solid trust, sharing goals, and the return on investment that comes from the never-ending desire to keep pushing further.

Photo of a Maestro employee and a Royal Caribbean employee discussing the project on ship, overlooking the water below Photo of a female Maestro employee collaborating with teammates near an office window Photo of two Maestro employees smiling on a ship, while planning for the next video shoot Photo of a male Maestro employee collaborating with teammates near an office window with a whiteboard in the background Photo of a female Maestro employee collaborating with a teammate at their desk