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TfL TravelBot - IXDA London

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A talk about the details of the TfL TravelBot and what we're learning along the way

Veröffentlicht in: Reisen
  • Hey guys! Who wants to chat with me? More photos with me here 👉 http://www.bit.ly/katekoxx
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TfL TravelBot - IXDA London

  1. 1. TravelBot Alex Tatner - @alextatner Experience Design Lead, TfL Digital
  2. 2. m.me/TflTravelBot Search for TravelBot on
  3. 3. We’re able to give control back to the user
  4. 4. Let users talk to you in their own words
  5. 5. This is how we talk to our customers online Incomplete Journey Hub Service Delay RUC Travel Alerts Oyster Help & Contact Mode SSP Fares & Payments Stop PointPink Validator Doughnut Journeys
  6. 6. Incomplete Journey Hub Service Delay RUC Travel Alerts Oyster Help & Contact Mode SSP Fares & Payments Stop Point You’ve charged me too much, give me my money back. I’m late for my f***** meeting again, I can’t remember my How can I get from Stoke Newington to 1 Churchill Place. I can’t take the stairs. When is the next 365? What do I need to pay if I’m driving in London tomorrow? This is how our customers want to talk to us
  7. 7. Behaviour is switching from navigating, to asking
  8. 8. Linear interactions
  9. 9. Last train from Embankment What time does the last district line leave embankment? Am I going to make the last train from embankment? When’s the last Viccy line from Piccadilly? What time does the District line close?
  10. 10. Building based on user language
  11. 11. Learning from all channels
  12. 12. 24/7 testing
  13. 13. When’s the next 321? Repetitive actions When’s the next 321? When’s the next 321?
  14. 14. In journey, live information When’s the next circle line train from St James’s Park? What time does the Circle line close?
  15. 15. How it fits - Service issues Is the district line still delayed?
  16. 16. Build what people ask for
  17. 17. Chat doesn’t have to be the answer
  18. 18. - Give control back to the user - Think less about navigating, focus on asking - Build what users are asking for - Chat doesn’t have to be the answer
  19. 19. We can see how people talk about our products. Not just how they interact with them.
  20. 20. Thanks, Questions? Alex Tatner - @alextatner Experience Design Lead, TfL Digital

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