+15%
Simplified flow to support quicker pricing action.
Pricing Simplified Across Fragmented Systems
Outcome + Strategy
Designing Pricing Workflows
By simplifying fragmented pricing workflows at Norwegian Cruise Lines, I reduced dashboard redundancy by 25% and made pricing decisions faster and easier to trust.
In 4 months, I redesigned workflows within tightly coupled systems—prioritizing decision clarity over raw data visibility to support real-time pricing actions.
-25%
Reduced dashboard redundancy.
4 mo.
Delivered redesign within complex constraints.
The Challenge
Streamlining Pricing Decisions
How might we streamline how tours are priced across multiple internal tools?
Pricing workflows spanned fragmented systems—leaving analysts to manually piece together decisions under time pressure.
Why this mattered
Analysts couldn’t confidently set pricing in real time, impacting revenue decisions.
Missed Revenue
Delayed pricing decisions in time-sensitive moments.
Higher Error Risk
Inconsistent pricing outcomes across analysts.
UX Research + Discovery
When Pricing Signals Stop Agreeing
Analysts were reconciling conflicting pricing signals across disconnected systems in real time.
“You could get three different answers depending on which screen you looked at first.”
Fragmented Signals
Competing tools created conflicting pricing views.
Manual Reconciliation
Analysts compared screens to decide what to trust.
No Shared Decision Logic
Teams lacked a shared model for resolving conflicting pricing signals.
Logic Diagramming
Making Hidden Pricing Logic Visible
Pricing actions carried edge cases and failure states across multiple operational scenarios.
I worked with product, engineering, and analytics to map how pricing decisions should resolve before moving into interface design.
Iteration
Final Model
Mapped the flow
Documented pricing rules, validation paths, warnings, and failure states.
Aligned teams
Revealed gaps between how the system worked and how teams thought it worked.
Prioritized decision paths
Focused on high-frequency error states over exhaustive edge cases.
Spreadsheet Prototyping
Testing Layout Priorities
Card sorting and workflow analysis helped identify which signals analysts relied on most.
Spreadsheet prototypes were used to test hierarchy, scan patterns, and field prioritization before moving into interface design.
Initial wireframe
Refined hierarchy
Priority Fields First
High-frequency signals moved into the first scan zone.
Kept Familiar Fields
Legacy fields stayed visible to preserve analyst habits.
High-Fidelity Workflow
The After: Pricing Signals Organized Around Action
New decision flow
Check performance
Explore detail
Set rate
Workflow Fragmentation
The Before: Fragmented Pricing Signals
Analysts stitched together pricing decisions across disconnected views.
Disconnected Views
Manual Reconciliation
Performance, urgency, and pricing signals lived across separate workflows and spreadsheets.
Outcome
Faster, clearer pricing decisions in one workflow
“It’s well designed and pretty intuitive. It incorporates a lot of elements we are used to.”
Analysts previously reconciled pricing signals across fragmented tools.
I redesigned the workflow, unifying high-signal inputs into one experience—making pricing decisions faster, clearer, and easier to learn.
-20%
Faster pricing decisions by reducing cross-tool reconciliation.
8.8/10
Analysts rated the workflow highly for supporting pricing decisions.
9.2/10
Easier to learn through familiar patterns and clearer signal hierarchy.
Iteration & Rollout
Refining the Workflow Before Rollout
After validating the core workflow, we focused on tightening high-frequency pricing scenarios instead of expanding functionality.
Surfaced Pricing Risk Faster
Made 30%+ price changes easier to scan so analysts could identify high-risk pricing actions more quickly.
Reduced Package Confusion
Added show/hide toggles to simplify nested package relationships without increasing interface complexity.
Stabilized the Core Flow First
Deferred EU pricing adjustments until the primary pricing workflow proved reliable under real operational use.
Reflection
Lessons From the Build
Building the workflow clarified which pricing behaviors mattered most—and which operational assumptions needed to evolve.
Key Learnings
Dashboards need clear next actions
Reducing scan complexity mattered more than exposing every available signal.
Visualizing relationships early reduced ambiguity
Workflow diagrams helped teams align before implementation decisions became expensive.
What I’d Do Differently
Prioritize high-frequency scenarios sooner
Focusing earlier on repeated analyst behaviors would have reduced downstream feature churn.
Align constraints earlier
Co-defining technical and operational constraints upfront improved later roadmap decisions.