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

Dec 06, 2023 •28 likes •268 views

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:

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

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