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.
DEFINING A NEW TERMINALS & HUBS REFERENCE FRAMEWORK with 11 INTERLOCKING STAGES FOR THE JOURNEY FROM HOME TO DESTINATION
CREATING A NEW CUSTOMER EXPERIENCE REFERENCE FRAMEWORK TO SHIFT FOCUS AWAY FROM CONVENTIONAL TRAIN-CENTRIC PRACTICES
PRODUCING FOUR PRIORITY CUSTOMER TARGET PROFILES
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
FACILITATING FOUR COLLABORATIVE INNOVATION SEMINARS FOCUSING ON OMNICHANNEL CUSTOMER EXPERIENCES AND DESIGNING IDEAL EXPERIENCES USING DESIGN-THINKING METHODS
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
LAUNCHING TARGET CUSTOMER SERVICE PACKAGES ONE AT A TIME, EMBEDDING THEM IN CURRENT AND FUTURE ROLL-OUTS LIKE NESTING DOLLS