Disruption on a rail journey is a huge problem. For customers, this is worsened when alternative travel options are not made clear. Snap Out helped to create a solution.
We worked as part of a team within an Innovate UK Acceleration in Rail Project, led by Proxad with the University of Surrey and Manage Places.
An Onward Journey Planning Assistant was developed, using innovative ways of feeding historical and live data through a chatbot. This provided options for 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
One of the most interesting findings was how people used chatbots and the conversational User Interface they expected to use when interacting with the chatbot, possibly influenced by the use of other technologies such as digital voice assistants like Siri.