Trainline.jpg

Teardown

Trainline Customer Experience and Product Teardown

/01

OVERVIEW

National Rail was introduced was in 1999 as  membership of the Train Operating Companies(TOCs). As a way to run the passenger service previously run by the British Railway Board to service the passenger ticketing structure.  While Network Rail services run the tracks stations and signals.

National Rail Enquiries have a website, mobile app and an app for the Apple Watch.

/02

ADIDAS CX ECO-SYSTEM

Adidas Customer experience principles

Premium – How Adidas present themselves and be an inspirational and aspiration brand, creating desire for their products and services and pride in the association

Connected – Taking all the touch points (physical and online) and make it seamless, consistent and interactive.

 

Personalised – Bring what is relevant to customers, respecting their interests (you can’t talk to them in the same way) and providing interaction through their interests)

Some facts

In 2015 Adidas issued a 5 year strategy called ‘Creating the New’  where they described themselves as a digital company and not an apparel brand

 

Omnichannel consumers are worth about 30% more over their lifetime than single channel consumer *

App store: 4.9 stars from 190K ratings on 25th June 2020 **

/04

WIREFRAMES

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DESIGNS & FINAL U.I

The final UI was delivered as a design system which is both responsive and made from reusable components to scale for the needs of the business.

/06

DELIVERABLES

  • Digital strategy aligning to the Abbey’s long-term vision

  • Complete redesign and build

  • User research and testing

  • Defining user archetypes

  • Creating user journeys/user flows

  • Creating a new information architecture/taxonomy 

  • Responsive wireframes of key pages and templates

  • Prototypes for testing

  • GA measurement framework

  • UX and design development support

  • Post live analysis

/07

AWARDS AND

PRESS COVERAGE

​The project was featured in the .net magazine 2018 as a showcase of the design and build. It also won the Digital Communications Award for best Website & Microsite as well as a Gold Stevie Award for best Non-Profit Organizations website

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