User orientation at the railway station A dual perspective approach 20 May 2015

Goal ECOMM 2015 goal … at the railway station My journey Assessing the impact of disruptions

Starting point The customer looking for his/her train interpreting the impact of announced deviations y y

Scope Dual journey / dual perspective – the model AB

Approach Dialogue As is and to be What if …?

Departure changes – as is/to be Now In the near future Improvements: Colour consistent with on-line presentation. Delays close to original departure time.

On-line presentation

Departure changes - thoughts Information system AB

Customer journey in steps

Station/platform: lots of stress Planning Pre-train trip At the platform Off-boarding/ post-train trip On-boarding At the station Transfer On the move

Preliminary stop – as is/to be Now In the near future Improvements: Deviation in color and close to the original destination Constantly all intermediate stations are shown whereas currently these alternate. This is a strong customer wish.

Preliminary stop - thoughts ABABAB

Departure/disruption - as is/to be Now In the near future Improvements: Tested on readability and attention value. Still difficult for customers to relate the disruption message to their own journey.

AB Departure/disruption - thoughts

Generic thoughts AB

Benchmark: other countries

New developments – Streetpad

Further thoughts AB

Extending the dialogue

Thank you Sjanie Quist NS Product Management Travel Information Meinte Wildschut Ordina Rail Competence Centre