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
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
// OTHER CASE STUDIES
01/
My Savills platform
Savills
01/
My Savills platform
Savills
02/
Ecosystem Discovery
NatWest
02/
Ecosystem Discovery
NatWest
03/
Access to experts
NatWest
03/
Access to experts
NatWest
