Keynote: User Experience Sc Scott tt Gillespie, lespie, Travel - PowerPoint PPT Presentation

Keynote: User Experience Sc Scott tt Gillespie, lespie, Travel Industry Thinker

Trip Friction and the User Experience Wha hat t real ally ly mat atte ters? rs?

Trip Friction

Trip Friction: The Hidden Cost of Travel TRIP FRICTION: High • Lost productiv ivity ity • Reluctance ce to travel • Negativ ive e impacts on Total Trip Cost recruitin iting & retention ion COSTS • Traveler ler health issues Trip Purchase se Cost Low Easy Hard TRAVEL POLICY

tClara is Scoring Trip Friction TRIP A: TRIP B: 6 hou our r non on-stop stop in 6 hou our r red-eye fligh ght with h a a 4 busi siness ess clas ass, s, hour layover , conn nnecti ting on a a ar arriv riving ing home me on regional jet , both h legs in Coach , , Friday riday af afternoo rnoon ar arriv riving ing home me on Saturday af after er 2 nights ghts aw away ay af afternoon ernoon af after 5 nights ghts aw away ay 300 TF POINTS 900 TF POINTS

The Trip Cycle CHANGE SHOP BOOK CLAIM € TRAVEL PAY A rich environment of User Experiences

Shopping

Shopping HIGH FRICTION LOW FRICTION

Booking

Booking HIGH FRICTION LOW FRICTION

Changing

Changing HIGH FRICTION LOW FRICTION

Traveling

Traveling HIGH FRICTION LOW FRICTION

Paying

Paying HIGH FRICTION LOW FRICTION

Claiming

Claiming HIGH FRICTION LOW FRICTION

What really matters? TH THE E US USER ER EXP EXPERIEN ERIENCE CE

The User Experience DESIGN DELIVERY EMPATHY CLARITY SKILL WILL

The User Experience DESIGN DELIVERY EMPATHY SKILL CLARITY WILL

The User Experience CHANGE SHOP BOOK CLAIM € TRAVEL PAY A rich environment for innovation

Merci’! Scott Gillespie Sc Scott@tclar t@tclara.co a.com