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Thibaut Sailly - Behind the scene at captain train - UX Lausanne 2016

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How we built the best experience of train ticket booking

In a market dominated by big historical businesses, Captain Train managed to reach the first place. This was done creating a user experience considered by many as unique. If using Captain Train is easy, designing it it was not a piece of cake. Thibaut’s talk will give you an overview of the working methods and the team organization that gave birth to the best way to search and buy train tickets.

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Thibaut Sailly - Behind the scene at captain train - UX Lausanne 2016

  1. 1. captain train’s workshop
  2. 2. train tickets! @thibautsailly
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  4. 4. ? ? ? ? +IIIIIIIII+ ~IIIIIIIIIIIII~ III IIIIIII III +IIIIIIIIIIIIIIIII+ IIIIIIIIIIIIIIIIIII IIII IIIIIIIIIIIIIIIIIII IIII IIII IIIIIIIIIIIIIIIIIII IIII IIII IIIIIIIIIIIIIIIIIII IIII IIII IIIIIIIIIIIIIIIIIII IIII IIII IIIIIIIIIIIIIIIIIII IIII IIII IIIIIIIIIIIIIIIIIII IIII IIII IIIIIIIIIIIIIIIIIII IIII =III IIIIIIIIIIIIIIIIIII III= IIIIIIIIIIIIIIIIIII ?IIIIIIIIIIIIIIIII? IIII IIII IIII IIII IIII IIII IIII IIII MMMM MM MM MM MM MM MM MM MM MM MM MM MMMMMM MMMMMM MM MMMM MM MMMM MMMM MM MM MM MM MM MM MM MM MM MM MM MM MM MM MM MM MM MM MM MM MM MM                          ~$                                    7$$$$                                   $$$$$.                                  $$$$$Z                                  :$$$$                                    7$$                             $$$$$$Z     ?$$$$$$$                  .$$$$$$$$$$$$$$$$$$$$$$$$7              Z$$$$$$$$$$$$$$$$$$$$$$$$$$             +$$$$$$$$$$$$$$$$$$$$$$$$$=              $$$$$$$$$$$$$$$$$$$$$$$$$.              =$$$$$$$$$$$$$$$$$$$$$$$$$               $$$$$$$$$$$$$$$$$$$$$$$$$Z               $$$$$$$$$$$$$$$$$$$$$$$$$$               +$$$$$$$$$$$$$$$$$$$$$$$$$                $$$$$$$$$$$$$$$$$$$$$$$$$$.              $$$$$$$$$$$$$$$$$$$$$$$$$$$=.             $$$$$$$$$$$$$$$$$$$$$$$$$$$$7            Z$$$$$$$$$$$$$$$$$$$$$$$$$$$              $$$$$$$$$$$$$$$$$$$$$$$$$$                $$$$$$$$$$$$$$$$$$$$$$$$                 .$$$$$$$$$$$$$$$$$$$$$$.                  .~$$$$$$$$$$$$$$$$$$$                       .$$:.       .$$:                                                    @thibautsailly
  5. 5. @thibautsailly
  6. 6. @thibautsailly
  7. 7. @thibautsailly
  8. 8. @thibautsailly
  9. 9. @thibautsailly
  10. 10. “I don't travel that much by train, but you have my business forever.” @thibautsailly
  11. 11. ++++ ++++ ++++++ ++++++ +++++++++++ ++++ ++++ +++++++++ ++++++ ++++++ +++++ +++++++++++ + +++++++++ ++++ ++++ +++++ ++++++ ++++++ + +++++++++++ +++++++++ +++++ + ++++ ++++ ++++++ ++++++ +++++++++++ +++++++++ ++++ ++++ +++++ ++++++ ++++++ + +++++++++++ +++++++++ +++++ + ++++ ++++ ++++++ ++++++ +++++++++++ +++++++++ +++++ ++++ ++++ + ++++++ ++++++ +++++++++++ +++++++++ +++++ + ++++ ++++ ++++++ ++++++ +++++++++++ +++++++++ ++++ ++++ +++++ ++++++ ++++++ + +++++++++++ +++++++++ +++++ + *+++++++++++++++++++++++++++++++* ** ** *◌** ** *◌◌◌** ** *◌◌◌◌◌**++++++++++++++++++++++++++++++** *◌◌◌◌◌◌* * *◌◌◌◌◌◌* * *◌◌◌◌◌◌* +-------------------------+ * *◌◌◌◌◌◌* |·························| * *◌◌◌◌◌◌* |·························| * *◌◌◌◌◌◌* |·························| * *◌◌◌◌◌◌* |·························| * *◌◌◌◌◌◌* |·························| * *◌◌◌◌◌◌* |·························| * *◌◌◌◌◌◌* |·························| * *◌◌◌◌◌◌* |·························| * *◌◌◌◌◌◌* +-------------------------+ * *◌◌◌◌◌◌* * *◌◌◌◌◌◌* ~~~~~ ##### ##### * *◌◌◌◌◌◌* ~~~~~ ##### ##### * *◌◌◌◌◌◌* * *◌◌◌◌◌◌* ############# * *◌◌◌◌◌◌* ############# * *◌◌◌◌◌◌* * *◌◌◌◌◌◌* * *◌◌◌◌◌◌* * **◌◌◌◌◌* * **◌◌◌* * **◌* * **+++++++++++++++++++++++++++++++* @thibautsailly
  12. 12. ++++ ++++ ++++++ ++++++ +++++++++++ ++++ ++++ +++++++++ ++++++ ++++++ +++++ +++++++++++ + +++++++++ ++++ ++++ +++++ ++++++ ++++++ + +++++++++++ +++++++++ +++++ + ++++ ++++ ++++++ ++++++ +++++++++++ +++++++++ ++++ ++++ +++++ ++++++ ++++++ + +++++++++++ +++++++++ +++++ + ++++ ++++ ++++++ ++++++ +++++++++++ +++++++++ +++++ ++++ ++++ + ++++++ ++++++ +++++++++++ +++++++++ +++++ + ++++ ++++ ++++++ ++++++ +++++++++++ +++++++++ ++++ ++++ +++++ ++++++ ++++++ + +++++++++++ +++++++++ +++++ + ++++ ++++ ++++++++++ ++++++++++ ++++++++++++ ++++++++++++ ++++++++++++++ ++++++++++++++ +++++++++++++++++++++++++++++ +++++++++++++++++++++++++++++ +++++++++++++++++++++++++++ +++++++++++++++++++++++++ +++++++++++++++++++++++ +++++++++++++++++++ +++++++++++++++ +++++++++++ +++++ + @thibautsailly
  13. 13. EXISTING OFFER :-( @thibautsailly
  14. 14. @thibautsailly
  15. 15. @thibautsailly
  16. 16. @thibautsailly
  17. 17. CUSTOMER SUPPORT FTW @thibautsailly
  18. 18. MONEY @thibautsailly
  19. 19. how to make the best of it? @thibautsailly
  20. 20. recruit better @thibautsailly
  21. 21. make time for customers @thibautsailly
  22. 22. Hi there John, Thanks for getting in touch with us. I am happy to cancel and refund the first leg of your journey for PNRPNR, train IC 5910, Montargis —> Paris-Gare-de-Bercy. The refund you would receive is €27.60 for both tickets. However, regarding PNRPNR, the train IC 5919 from Paris-Gare-de-Bercy to Charité-sur-Loire is Prem’s fare, meaning it is strictly non- refundable. Sorry about that, those are the fare conditions enforced directly by SNCF over which we have no control. I can cancel that leg of the journey in order to save up seats for other people, but you won't receive a refund of any sort. Please let me know if you’d like me to proceed with canceling your train IC 5910 (or IC 5919) and I will process a refund for you. However keep in mind that this cancellation will be irreversible. Have a great day, Betsy Hi, I have tkts-booking refs PNRPNR/ NAMENAME X2 and PNRPNR/NAMENAME X2 I need to cancel the intercity elements of these tkts 5919 and 5910 and retain the Eurostar 9032 and TGV 7059 and Eurostar 9149. When I log in the system denies that I have a trip planned, so I can't do it on line. Thanks for your help. John @thibautsailly
  23. 23. make time for developpers @thibautsailly
  24. 24. deliver only great work @thibautsailly
  25. 25. copywriting @thibautsailly
  26. 26. company culture @thibautsailly
  27. 27. @thibautsailly
  28. 28. @thibautsailly
  29. 29. @thibautsailly
  30. 30. user experience design @thibautsailly
  31. 31. # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · 2 0 0 9 2 0 1 0 2 0 1 1 2 0 1 2 2 0 1 3 2 0 1 4 2 0 1 5 2 0 1 6 @thibautsailly
  32. 32. # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · 2 0 0 9 2 0 1 0 2 0 1 1 2 0 1 2 2 0 1 3 2 0 1 4 2 0 1 5 2 0 1 6 @thibautsailly
  33. 33. # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # # · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · 2 0 0 9 2 0 1 0 2 0 1 1 2 0 1 2 2 0 1 3 2 0 1 4 2 0 1 5 2 0 1 6 @thibautsailly
  34. 34. design at captain train @thibautsailly
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  44. 44. @thibautsailly

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