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

Sc Scott tt Gillespie, lespie, Travel Industry Thinker

Keynote: User Experience

Wha hat t real ally ly mat atte ters? rs?

Trip Friction and the User Experience

Trip Friction

Trip Friction: The Hidden Cost of Travel

COSTS TRAVEL POLICY

Low High Easy Hard

Total Trip Cost

• Lost productiv

ivity ity

• Reluctance

ce to travel

• Negativ

ive e impacts on recruitin iting & retention ion

• Traveler

ler health issues

TRIP FRICTION:

Trip Purchase se Cost

tClara is Scoring Trip Friction

6 hou

• ur

r non

• n-stop

stop in busi siness ess clas ass, s, ar arriv riving ing home me on Friday riday af afternoo rnoon af after er 2 nights ghts aw away ay

TRIP A:

6 hou

• ur

r red-eye fligh ght with h a a 4 hour layover, conn nnecti ting on a a regional jet, both h legs in Coach, , ar arriv riving ing home me on Saturday af afternoon ernoon af after 5 nights ghts aw away ay

TRIP B:

300 TF POINTS 900 TF POINTS

The Trip Cycle

SHOP BOOK CHANGE TRAVEL PAY CLAIM €

A rich environment of User Experiences

Shopping

Shopping

LOW FRICTION HIGH FRICTION

Booking

Booking

LOW FRICTION HIGH FRICTION

Changing

Changing

LOW FRICTION HIGH FRICTION

Traveling

Traveling

LOW FRICTION HIGH FRICTION

Paying

Paying

LOW FRICTION HIGH FRICTION

Claiming

Claiming

LOW FRICTION HIGH FRICTION

TH THE E US USER ER EXP EXPERIEN ERIENCE CE

What really matters?

The User Experience

DESIGN DELIVERY

EMPATHY CLARITY SKILL WILL

The User Experience

SKILL EMPATHY CLARITY WILL

DESIGN DELIVERY

The User Experience

SHOP BOOK CHANGE TRAVEL PAY CLAIM €

A rich environment for innovation

Merci’!

Scott Gillespie Sc Scott@tclar t@tclara.co a.com