2020 Service strategy

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City & Mobility

EVOLUTIONS IN OUR LIFESTYLE, CONSUMER AND MULTI-MODAL PRACTICES ARE TRANSFORMING WHAT IS EXPECTED OF TERMINALS & HUBS

For decades, SNCF has worked wonders and succeeded in carrying an ever-increasing flow of travelers over millions of miles in optimal comfort, safety and punctuality. But how can passing through a train station become a time of leisure that is valued as a choice and not a necessary burden?

This new understanding of mobility is unlocking change.
Our mission : set milestones for the 2020 Service Range Project and build the Terminals & Hubs customer experience reference framework.

Nolaho hewed out then fine-tuned the ideal traveler experience in 7 key steps, structuring a long-term development baseline where selection of equipment, floorplan allocation, station services and merchant partner selection fall into place one step at a time.

01

DEFINING A NEW TERMINALS & HUBS REFERENCE FRAMEWORK with 11 INTERLOCKING STAGES FOR THE JOURNEY FROM HOME TO DESTINATION

02

CREATING A NEW CUSTOMER EXPERIENCE REFERENCE FRAMEWORK TO SHIFT FOCUS AWAY FROM CONVENTIONAL TRAIN-CENTRIC PRACTICES

03

PRODUCING FOUR PRIORITY CUSTOMER TARGET PROFILES

04

MAPPING CURRENT PROJECTS FROM A “CUSTOMER JOURNEY” VANTAGE AND REDIRECTING TEAM ROADMAPS ACCORDING TO TWO KEY VALIDATION GATES: POSITIVE CUSTOMER IMPACT AND ADEQUACY TO ESTABLISHED AND EMERGING PRACTICES

05

FACILITATING FOUR COLLABORATIVE INNOVATION SEMINARS FOCUSING ON OMNICHANNEL CUSTOMER EXPERIENCES AND DESIGNING IDEAL EXPERIENCES USING DESIGN-THINKING METHODS

06

WRITING UP TARGET CUSTOMER END-TO-END EXPERIENCE SCENARIOS AND OPERATIONAL ACTION PLANS – UNDERLINING MOST EFFECTIVE ACTIONS PERTAINING TO “CUSTOMER BENEFIT”: ONGOING ACTIONS RESULTING FROM CURRENT PROJECT MAPPING AND NEW ACTIONS

07

LAUNCHING TARGET CUSTOMER SERVICE PACKAGES ONE AT A TIME, EMBEDDING THEM IN CURRENT AND FUTURE ROLL-OUTS LIKE NESTING DOLLS

they’re talking about it…

MURIEL VOSSART, INNOVATIVE PROJECTS INITIATOR

PARIS / OCTOBER 17th, 2017

OPEN STATION CO-WORKING SPACE

BIARRITZ / NOVEMBER 23rd, 2017

OUIWORK IS NOW OPEN TO THE GENERAL PUBLIC

PARIS / DECEMBER 1st, 2017

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