Trend forecasting · User experience · Design sprint· Digital Product
Renfe Experience
Renfe Experience
Renfe Experience
Revolutionizing ticket transactions in Renfe by introducing a website-integrated chatbot, enhancing user experience and simplifying assistance.
Revolutionizing ticket transactions in Renfe by introducing a website-integrated chatbot, enhancing user experience and simplifying assistance.
Revolutionizing ticket transactions in Renfe by introducing a website-integrated chatbot, enhancing user experience and simplifying assistance.
The Challenge
We worked on a 4-month project with Renfe, the leading railway company in Spain, with the objective of improving the experience of their users in the ticket buying and exchange phase.
We worked on a 4-month project with Renfe, the leading railway company in Spain, with the objective of improving the experience of their users in the ticket buying and exchange phase.
We worked on a 4-month project with Renfe, the leading railway company in Spain, with the objective of improving the experience of their users in the ticket buying and exchange phase.
Solution
The first half of the project involved trend research and a trend report on the railway industry to understand the patterns and innovations taking place. After extensive research and understanding the user journey, the focus was narrowed down to the ticket buying and return phase of the user.
Desk and field research were conducted to understand the main struggles of users during the ticket buying and return process, and pain points were identified through the research, highlighting areas that needed improvement.
The opportunities identified focused on the overall improvement of the human-to-computer interaction during the ticket buying and return process. There was an opportunity to improve the user experience by streamlining the process, reducing friction, and providing better assistance. The incorporation of a chatbot on the website was identified as a potential solution to assist users with their questions and provide ready-made answers for common inquiries.
The first half of the project involved trend research and a trend report on the railway industry to understand the patterns and innovations taking place. After extensive research and understanding the user journey, the focus was narrowed down to the ticket buying and return phase of the user.
Desk and field research were conducted to understand the main struggles of users during the ticket buying and return process, and pain points were identified through the research, highlighting areas that needed improvement.
The opportunities identified focused on the overall improvement of the human-to-computer interaction during the ticket buying and return process. There was an opportunity to improve the user experience by streamlining the process, reducing friction, and providing better assistance. The incorporation of a chatbot on the website was identified as a potential solution to assist users with their questions and provide ready-made answers for common inquiries.
The first half of the project involved trend research and a trend report on the railway industry to understand the patterns and innovations taking place. After extensive research and understanding the user journey, the focus was narrowed down to the ticket buying and return phase of the user.
Desk and field research were conducted to understand the main struggles of users during the ticket buying and return process, and pain points were identified through the research, highlighting areas that needed improvement.
The opportunities identified focused on the overall improvement of the human-to-computer interaction during the ticket buying and return process. There was an opportunity to improve the user experience by streamlining the process, reducing friction, and providing better assistance. The incorporation of a chatbot on the website was identified as a potential solution to assist users with their questions and provide ready-made answers for common inquiries.
Approach
A workshop was conducted with the Renfe team to present the research findings and conclusions. Together, a solution was co-created: a chatbot incorporated into the website to assist users with their questions during the ticket buying and return process.
Design sprints, including activities such as storyboarding, wireframing, and quick prototyping, were performed to bring the chatbot idea to life and facilitate communication and collaboration between the team and the designers.
A workshop was conducted with the Renfe team to present the research findings and conclusions. Together, a solution was co-created: a chatbot incorporated into the website to assist users with their questions during the ticket buying and return process.
Design sprints, including activities such as storyboarding, wireframing, and quick prototyping, were performed to bring the chatbot idea to life and facilitate communication and collaboration between the team and the designers.
A workshop was conducted with the Renfe team to present the research findings and conclusions. Together, a solution was co-created: a chatbot incorporated into the website to assist users with their questions during the ticket buying and return process.
Design sprints, including activities such as storyboarding, wireframing, and quick prototyping, were performed to bring the chatbot idea to life and facilitate communication and collaboration between the team and the designers.
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