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

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

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

4. Scope Dual journey / dual perspective – the model AB

5. Approach Dialogue As is and to be What if …?

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

7. On-line presentation

8. Departure changes - thoughts Information system AB

9. Customer journey in steps

10. 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

11. 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.

12. Preliminary stop - thoughts ABABAB

13. 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.

14. AB Departure/disruption - thoughts

15. Generic thoughts AB

16. Benchmark: other countries

17. New developments – Streetpad

18. Further thoughts AB

19. Extending the dialogue

20. Thank you Sjanie Quist NS Product Management Travel Information sjanie.quist@ns.nl Meinte Wildschut Ordina Rail Competence Centre meinte.wildschut@ordina.nl