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Points for personalization for train travellers
- 1. Train Journey involves a number of stages . Starting from - Exploring where and when to travel - Which train to book - What to do in the train, which in turn becomes the most interesting part of the journey - Last but not the least ending your journey properly and reaching the destination When we talk about “ Personalisation ” , its important to undertsand its impact possible in all these stages to give a complete experience to the user.
- 2. ACTIVITY MAPPING / USER EXPEREINCE MAPPING The goal of the customer journey map is really to get a holistic view of what the customer is going through from their point of view and really what it’s like for them on a personal level - Kerry Bordine In order to put together a visual representation of how a customer not only moves through each phase of interacting in a situation but how he experiences each one deciding the stages becomes an important part https://conversionxl.com/blog/customer-journey-maps/
- 3. ACTIVITY MAPPING / USER EXPEREINCE MAPPING Stages of a whole process / journey What does a customer does in each of the stages What questions comes in a users’s mind. The issues possible in the particular stage. https://conversionxl.com/blog/ customer-journey-maps/
- 5. DERIVING THE PERSONAS The personas derivation should be based on the qualitative and the quatitative data of the users. The train users can be devided into categories based on their ages. The data about the ages are also collected quantitatively when the users book tickets. Age of a person defines alot about the activities the users will do in a particular situation . Age group - 18 - 25 yrs | Students Age group - 26 - 34 yrs | Employed bachelors Age group - 35 - 50 yrs | Couples , families Age group - 50 and above yrs | Seniour citizens
- 6. Respondent’s name : Ranjan Mukherjee 30 yrs Explore InterneriesStages Doing Thinking / Feeling Booking Proess : Train Booking and journey - User Expereince Mapping Age: Occupation: Doctor PreTour Post TourDuring Journey Planned Trips to home to meet Family Planned 2 - months before Trips Planned for fun with friemds Planned 2 - months before Planned Mostly during Festivals Study about the place in case of a new trip Research on hotel booking Should I read feedback about the train ? I should book tickets immedietly before its too late I want a good location for my stay Can I get a 2A /3A If not then can I get a flight of almost same rate ? I should plan my journey so that I can get rest Book Through IRCTC Go for fast trains ussually Prefer su / u berth Prefer 3A / 2A Book tickets for Night journey Dont prefer Train food Want a short train journey for trips to new places Want to attend a friend’s wedding urgently. Can I info about fast trains ( In this case comfort is not given priority ? Can some details be autofilled? Make a list of everything to pack. Prefer an E - Ticket Pack all important documents Prefer 3A / 2A Book cab to leave for station Can I have some app to save all my important docs instead of carrying it? When should I leave for station? Is there too much traffic outise? I need to book a cab atleast 15 mins before I am supoose to leave Sleep while travelling alone Read Books Try to rest as much as possible during new trips to wake up fresh Watch downloaded movies on phone Can I order Food from my some good place durinh the journey? Which Station Comes next What is name of this place ? What special food can be tried in the coming stations ? I wish some friend was traveling in the same train When should I start packing my stuff Look for taxi / Auto stands / Book Ola or uber Look for ATM’S Check in Facebook about the begnning of the trip Ask people about the good hotels in case hotel stay is not pre planned Here uber cabs are not avaialbale. Where can I find a Local Transport? Am I being charged correctly by the auto wala What special Food items should be tried here? Enjoy the view outside
- 7. POSSIBLE PERSONALIZED SOLUTIONS IN VARIOUS STAGES Age group - 18 - 25 yrs | Students Exploring Iteneries Booking Remind me to book the train of my prefernce 2 months before a festival Provide detailed info about the train during booking Information about the routes of the trains and its stopages . Show me trains with su / u /sl Available on my route . Also the trains that travel at night Notify me about the avaibility of my preferred train well before the festivals or long weekends. Information about flights in case trains are not avaiable
- 8. POSSIBLE PERSONALIZED SOLUTIONS IN VARIOUS STAGES Age group - 18 - 25 yrs Pre Tour Reminder to pack essential things for travel. eg: Mr Sharma you have a train to catch on 25 Oct 2107, 12.00 PM please make sure all the essesntials like Medicines , ID Cards , Locks , keys have been packed Help me to book a cab to station. Or suggest me the best way to travel to station to avoid missing the train Provide the traffic status before hand. Inform the user to leave early in case of any possible processions on the roads. Inform me the right time to leave from my home to station. For eg: If the train is in Agra, then notification says user to leave after 1 hr
- 9. POSSIBLE PERSONALIZED SOLUTIONS IN VARIOUS STAGES Age group - 18 - 25 yrs During Tour Downloaded movies , tv series , e - books to watch or read in offline mode Eg Netflix offline feature Inform the user about good food items to try in the comming stations Inform about the good spots to view during the journey Inform the user if any friend is travelling in the same train. In many cases users look for company while travelling eg : Instagram notifies that your Facebook friend is having a Instagram account A feature to save all the ID Proofs , important Documents images , Ticket image You want to be informed ? Yes No
- 10. POSSIBLE PERSONALIZED SOLUTIONS IN VARIOUS STAGES https://techcrunch.com
- 11. POSSIBLE PERSONALIZED SOLUTIONS IN VARIOUS STAGES Age group 18 - 25 yrs Post Tour FREEPIK TAXI TAXI Hi Mudhit, Welcome to Mumbai ! Do you want to book a cab? Notification to book cab on reaching destination Ask feedback about the journey
- 12. POSSIBLE PERSONALIZED SOLUTIONS IN VARIOUS STAGES Age group 26 - 32 | | Employed Bachelors Exploring Iteneries Repeatative Journey Trips to new Destinations Remind me to book the train of my preference 2 months before a festival Notify me about the avaibility of my preferred train well before the festivals or long weekends. Information about flights in case trains are not avaiable Advice the user with the best places to visit before festivals , Long weekends. Most of the user prefer train for short trips Eg: Mumbai to Goa or in between journeys eg : Delhi to mumbai -flight , Mumbai to goa - train Package deals for users : Train plus hotel bookings. Notifications about the same 1- 2 months before the festivals or long weekends
- 13. POSSIBLE PERSONALIZED SOLUTIONS IN VARIOUS STAGES Age group 26 - 32 Yrs Booking Pre - Tour Provide detailed info about the train during booking Detailed Refund information specially for the trips which are non repeatative Show me trains with su / u /sl Available on my route . Also the trains that travel at night Class : 2A / 3A Reminder to pack essential things for travel ,the essesntials like Medicines , ID Cards , Locks , keys have been packed. If its a leisure trip to a new destination then advice the user with essential things to carry for that particular place eg: “ Its advisable to carry umbrella. Heavy rainfall is expected in mumbai for a week ” Help the user to book a cab to station. Or suggest me the best way to travel to station to avoid missing the train
- 15. POSSIBLE PERSONALIZED SOLUTIONS IN VARIOUS STAGES Age group 26 - 32 Yrs During the Journey Inform the user about the current status of the destination specially in case of non - repeatative trips. Downloaded Movies / E-Books in offline mode Inform the user about the food itmes to try in the comming stations Feature to order food from train Notify if a friend is travelling in the same train Inform about good sweet shops in the comming stations to pack for families Downloaded Movies / E - books in offline mode Reminder to pack everything atleast half n hour before reaching destinations Notifications about the best places the users should visit in between the journey for next trips Repeatative Journey Trips to new Destinations
- 16. POSSIBLE PERSONALIZED SOLUTIONS IN VARIOUS STAGES Age group 26 - 32 Yrs Post tour Notification to book cab on reaching destination Repeatative Journey Trips to new Destinations Ask feedback about the journey Rate cards for local transport available in the arriaval station Help in Locating - ATM’S - Medicle Shops - Auto / Bus stands - Washrooms A feature to a Document the experience ,Photos , For users who are active in Maintaining blogs
- 17. POSSIBLE PERSONALIZED SOLUTIONS IN VARIOUS STAGES Age group - 50 and above | Seniour Citizens Exploring Iteneries Booking Notify me about train availability before festivals for travelling to same destinations eg: Travelling to meet family members Show the L / M Berth options mostly while booking train Show trains with less stopages . Show the reviews cleary about all the trains along with their detailed information. When the user is travelling to a new place, He should be adviced with best options to stay Advice me about places to travel in off season to avoid crowd and crush .
- 18. POSSIBLE PERSONALIZED SOLUTIONS IN VARIOUS STAGES Age group - 50 and above | Seniour Citizens During the tour Some feature to remind the user to carry all my emmergency medicines needed for the journey, ATM Card, Tickets , Health Cards etc Reminder about taking medicines timely Some feature to provide the latest news headlines in offline mode. Timely show the status of the user as in which station has been crossed , which station comes next Inform the user atleast 1 hr before about the arrival of the last staion. Suggest the user what kind of food should be good for carrying in that particular season. Mostly users of this age prefer carrying food. Help in booking the cab and remind to leave atleast 2 hrs before as users are not so active User can create his / her own list of medicines in the app and can later send reminders .
- 19. POSSIBLE PERSONALIZED SOLUTIONS IN VARIOUS STAGES Age group - 50 and above | Seniour Citizens Post Tour Feature Pre booking of the cab and help the user to locate the cab as well Help the user to locate ATMS Medicle Stores Rest rooms Wshrooms inside the station But in many cases users ask the hotel to arrange for cab service Provide with proper rate cards for the local transports for new destinations.
- 20. PERSONALISED VIDEOS/ MESSAGES ON SPECIAL OCCASIONS Personalization plays into our desire for control: something that is made just for you indicates that you had something to do with its creation, and therefore, you are in control. At Facebook, we value friendship memories as a big part of our lives. With Friends Day book, you can turn the memories of you and your friend shared into a one-click photo book – ready to share with all your Facebook friends! By picking your Facebook friend from the list, you are ready to celebrate your friendship moments! You can create your PastBook Friends Day book here!
- 21. Making the users feel special by letting them know that they have been connected with us for months and years and we look forward for this connection PERSONALISED VIDEOS/ MESSAGES ON SPECIAL OCCASIONS
- 22. ORGANISE EVENTS LIKE “TREASURE HUNTS” IN THE DESTINATIONS A special event organised for users who are interested in adventures. NEW DELHI MUMBAI The user gets 2 days to find out the treasure On cracking the 1st and 2nd phase the user gets gifts and on cracking the third phase user gets cash prize!
- 23. FEATURE IN THE APP THAT HELPS IN LOCATING ATM’s , Washrooms, cloakrooms etc There are many apps which help in finding ATM’S Around you. What if we use this feature in our apps to help user locate the ATM’S , Restaurants , Cloak rooms , Waiting rooms , Washrooms
- 24. GET AROUND WITH IXIGO Brochure to guide user about the place
- 25. NOTIFICATIONS Research shows that push notifications are an important factor for the success of the application and increase of user retention 1) “ BE SAFE “ Messages : Can the message content be more caring? An attempt by face book to make sure that the user is in a secured area.
- 26. Depending on the persona, we can suggest users about the events going on in the destination. For eg We can inform Mr Gupta and family about the famous folk art fare going on near by. or Notify Mr Kumar (who is in Mumbai for business trip) about the famous commerce conference organised nearby NOTIFICATIONS Research shows that push notifications are an important factor for the success of the application and increase of user retention
- 27. UI TECHNIQUES