How to Make Travel Wonderfully Predictable: Ashley May (Trainline)


Fantastic and passionate talk from Ashley May on how Trainline improved their customer experience through design.

 

“Taming the Beast: How Trainline Make Travel Wonderfully Predictable.”

Ashley May, Senior Product Designer, Trainline.

Spontaneity can be exhilarating, but unpredictability can be nerve-wracking. When it comes to booking travel though, predictable can be wonderful. Last year, the Beast From the East hit European travel infrastructure hard. How Trainline responded, by putting ourselves in our customers’ (rather chilly) shoes, helped us grow and improve our product – amplifying our key customer experience principles, testing our hypotheses to serve the right information at the right time, leaning on our data science smarts… and breaking a few rules along the way.

Ashley was speaking at 2019’s eCommerce Design Summit.
 


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