Bringing user-centricity

back to commuting

Bringing user-centricity

back to commuting

Bringing user-centricity

back to commuting

// Service alterations page redesign

Service alterations

page redesign

ROLE

Sr Experience Designer

@Inviqa

project

Service alterations page

C2C (Trenitalia)

Delivery & STATUS

Responsive website

Live

Tools of trade

Question:

Question:

Question:

How can we make it easy for customers to consume information about planned disruption?

How can we make it easy for customers to consume information about planned disruption?

How can we make it easy for customers to consume information about planned disruption?

For context, I used to work for c2c on a weekly retainer at Inviqa. Every Wednesday was a c2c day, and every Wednesday morning we got our daily brief. Sometimes it's a small task: like, redesigning an icon or a web component; and sometimes it's a simple question like the one above…

For context, I used to work for c2c on a weekly retainer at Inviqa. Every Wednesday was a c2c day, and every Wednesday morning we got our daily brief. Sometimes it's a small task: like, redesigning an icon or a web component; and sometimes it's a simple question like the one above…

Answer:

Answer:

Answer:

Hold my post-its while we run a heuristic review on the current page and ask users a couple of questions…

Hold my post-its while we run a heuristic review on the current page and ask users a couple of questions…

Hold my post-its while we run a heuristic review on the current page and ask users a couple of questions…

#HeuristicReview

#HeuristicReview

#HeuristicReview

#Recommendation

#Recommendation

#Recommendation

various different

timetable/ disruption

links across the site

Image dominates

the page without

adding additional value

IA is mapped to the

different train lines

- is this the right

approach?

Content not accessible

for “affected lines”

or recency of

last updated

recommended

alternative route?

lines disrupted?

Lack of structure!

Could be more

explicit about what

information we’re

surfacing here

various different

timetable/ disruption

links across the site

Image dominates

the page without

adding additional value

IA is mapped to the

different train lines

- is this the right

approach?

Content not accessible

for “affected lines”

or recency of

last updated

recommended

alternative route?

lines disrupted?

Lack of structure!

Could be more

explicit about what

information we’re

surfacing here

various different

timetable/ disruption

links across the site

Image dominates

the page without

adding additional value

IA is mapped to the

different train lines

- is this the right

approach?

Content not accessible

for “affected lines”

or recency of

last updated

recommended

alternative route?

lines disrupted?

Lack of structure!

Could be more

explicit about what

information we’re

surfacing here

#ItsGettingHotInHere

#ItsGettingHotInHere

#ItsGettingHotInHere

  • On mobile the calendar takes up the majority of customer's attention. With other elements of the page looked over as a consequence.


  • People clicked on the "minor" and "major" indicators thinking it's a filter


  • Download new timetable fairly popular (~60% of visitors stop to review -impression)


  • Most people engage with the calendar and the drop-downs to click into the details for disruption per line


  • Beyond the calendar, not much of the rest of the page gets any impressions/ engagement - "useful info", not seen as useful

  • On mobile the calendar takes up the majority of customer's attention. With other elements of the page looked over as a consequence.


  • People clicked on the "minor" and "major" indicators thinking it's a filter


  • Download new timetable fairly popular (~60% of visitors stop to review -impression)


  • Most people engage with the calendar and the drop-downs to click into the details for disruption per line


  • Beyond the calendar, not much of the rest of the page gets any impressions/ engagement - "useful info", not seen as useful

  • On mobile the calendar takes up the majority of customer's attention. With other elements of the page looked over as a consequence.


  • People clicked on the "minor" and "major" indicators thinking it's a filter


  • Download new timetable fairly popular (~60% of visitors stop to review -impression)


  • Most people engage with the calendar and the drop-downs to click into the details for disruption per line


  • Beyond the calendar, not much of the rest of the page gets any impressions/ engagement - "useful info", not seen as useful

#SurveyTime #Quant

#SurveyTime #Quant

#SurveyTime #Quant

We asked 100s of daily commuters:

We asked 100s of daily commuters:

We asked 100s of daily commuters:

Any issues you’ve had in the past?

What were they?

Any issues you’ve had in the past?

What were they?

When looking for train alteration info,

where do you normally go?

When looking for train alteration info,

where do you normally go?

What’s most important to understand

about disruption info?

What’s most important to understand

about disruption info?

What/ where do you want to understand

planned alterations occur? e.g. specific

stations vs. the whole line?

What/ where do you want to understand

planned alterations occur? e.g. specific

stations vs. the whole line?

What information

were you looking for?

What information

were you looking for?

What prompts you to look for

planned service alterations?

What prompts you to look for

planned service alterations?

What prompts you to look for

planned service alterations?

How far in advance do you need

to view planned disruption?

How far in advance do you need

to view planned disruption?

How’s your experience been finding

info about planned alterations with

c2c been in the past?

How’s your experience been finding

info about planned alterations with

c2c been in the past?

How’s your experience been finding

info about planned alterations with

c2c been in the past?

#KeyTakeaways

#KeyTakeaways

#KeyTakeaways

Learnings from the social media survey

Learnings from the social media survey

Learnings from the social media survey

// Frequency

// Frequency

The majority of customers will find this information useful at some point. They'll be looking for this content on a weekly or monthly basis..

The majority of customers will find this information useful at some point. They'll be looking for this content on a weekly or monthly basis..

// Information needs

// Information needs

First and foremost, customers want to know the change in their train times, but personalised and focussed on their "to-from" stations

First and foremost, customers want to know the change in their train times, but personalised and focussed on their "to-from" stations

// Advanced planning

// Advanced planning

This information was seen as important especially for shift workers, those with unpredictable patterns.

This information was seen as important especially for shift workers, those with unpredictable patterns.

// WHEN/WHAT

// WHEN/WHAT

The primary driver for finding service alteration information is for weekend travel.

The primary driver for finding service alteration information is for weekend travel.

// Previous experience

// Previous experience

When they do find the information, it's too complex/ overwhelming for them to easily digest what it means to them and their journey

When they do find the information, it's too complex/ overwhelming for them to easily digest what it means to them and their journey

// Advanced planning

// Advanced planning

Although looking for this information monthly, they'll most likely want to know what's happening "a week ahead" or even "On the day".

Although looking for this information monthly, they'll most likely want to know what's happening "a week ahead" or even "On the day".

#JoyOfSketching

#JoyOfSketching

#JoyOfSketching

This is a happy place; little squirrels live here and play.

This is a happy place; little squirrels live here and play.

This is a happy place; little squirrels live here and play.

#ProblemSolved

#ProblemSolved

#ProblemSolved

I've got 99 problems but service alterations ain't one

I've got 99 problems but service alterations ain't one

I've got 99 problems but service alterations ain't one

Service alterations prototype (Figma)

Service alterations prototype (Figma)

Service alterations prototype (Figma)

I had the pleasure of working with Direnç while he was at Inviqa. He is calm, collected and knows his stuff when it comes to experience design. Great affable personality too! He has a real passion for his job and gives you lots of well thought thorough ideas and options to choose from. I always looked forward to seeing what Direnç had turned our briefs into at the end of their retainer day with us.

I had the pleasure of working with Direnç while he was at Inviqa. He is calm, collected and knows his stuff when it comes to experience design. Great affable personality too! He has a real passion for his job and gives you lots of well thought thorough ideas and options to choose from. I always looked forward to seeing what Direnç had turned our briefs into at the end of their retainer day with us.

I had the pleasure of working with Direnç while he was at Inviqa. He is calm, collected and knows his stuff when it comes to experience design. Great affable personality too! He has a real passion for his job and gives you lots of well thought thorough ideas and options to choose from. I always looked forward to seeing what Direnç had turned our briefs into at the end of their retainer day with us.

Enyidado Owusu

Enyidado Owusu

Digital Business Analyst at c2c

Digital Business Analyst at c2c

ABOUT

WORK

BOOKED

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