Pinpointing the need behind the need
Before a client invests in a concept, it’s important for us to check that the need it promises to meet is the right one. Which needs should and can Eurail fulfil for travellers? During the discovery phase we interviewed rail travellers across the world via Skype, following the Job To Be Done method. These interviews revealed the three most important needs of travellers: less travel stress, getting more out of your trip and creating great memories.
Roadmap towards the ultimate rail travel App
During Lean Canvas sessions and an Innovation Sprint we arrived at a business proposition responding to these key needs. The Eurail app will assist travellers with relevant information at specific points in their journey. For instance, an alert when you’re approaching a station or a recap of memorable moments when you leave a city. Each of these concepts gained a place in our ambitious roadmap for the Eurail app. First stop? A digital foundation.
User-friendly design within a complex enviroment
Until recently, Eurail worked with paper tickets. Therefore, the customer journey is still bursting with opportunities for digitization. Via usability testing on the train we’re exploring the options and, together with Elastique, translating these into an app which charts travellers’ journeys digitally. It’s a huge challenge, in which we combine more than 35 railway carriers in one app. With this worthwhile investment Eurail is laying the foundations for user-friendly services in the near future.