Emerging Technologies and Markets
Design and Build: The Onward Journey Planning Assistant Chatbot

Disruption on a rail journey is a problem for customers, especially when all the alternative travel options are not clear. Snap Out worked as part of a team, through an Innovate UK Acceleration in Rail project, led by Proxad with the University of Surrey and ManagePlaces.

>£200k
Funding raised from Innovate UK
£300
average monthly household spend on travel
39%
UK journeys include rail

Within a consortium, led by Proxad, Snap Out worked with the University of Surrey and ManagePlaces on a project funded by Innovate UK. An Onward Journey Planning Assistant was developed, using innovative ways of feeding historical and live data through a chatbot, to provide options to people experiencing disruption, in a user-friendly way.

Snap Out designed and developed the chatbot using a unique recommendation engine approach to enable users to easily find their onward journey options. We tested the digital prototype with users and designed the user interface based on user feedback.

  • Design and developed a chatbot with a unique recommendation engine approach
  • Insights from user research and testing that informed prototype development
  • User interface developed from user testing findings
  • £225,849 grant funding raised
  • 20 user testers

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