A solution enabling Customer Communication Agents to inform travellers in case of service disruption and support issues mitigation.
The solution was developed using a service design approach, considering the different stages of the travel: before the journey, at the station before boarding, on board or after the trip.
The business rules depicting the recovery options were mapped.
Early concepts of the interface were sketched.
Design options were explored for the admin interface to be used by the Contact Center.
The interface supports the translation process by displaying each language side by side to support the translation process in to English, French and Dutch.
Based on the type of incident (cancellation, short delay, long delay) the relevant recovery options are automatically associated to the message and display links enabling customers to recover via self-service (for example to claim a voucher, a refund, a free exchange, a cab and hotel when relevant).
The design options were translated into Axure prototypes for the admin and customer facing interfaces.
Whilst the admin interface was internally tested with agents, the customer facing interface displayed on Eurostar.com was tested in the station.
The live train information is published on the Eurostar website, in stations and pushed to the Mobile App and Smartwatch App comes from this solution.
When a disruption occurs, travellers can directly self-serve from the incident notification (e.g. change a ticket, ask fro a refund, book a cab or hotel).
Brief: Design a solution to inform travellers across touchpoints in case of disruption, and mitigate issues via self-service.
Role: Lead user experience designer
• Research planning
• Data collection: interviews, contextual enquiry
• Concept origination
• Axure prototype
• User testing