Disruption on a rail journey is a huge problem for customers, especially when all of the alternative travel options are not made clear. Within a consortium, led by Proxad, Snap Out worked with the University of Surrey and Manage Places 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