12. This is how we talk to
our customers online
Incomplete Journey
Hub Service Delay RUC
Travel Alerts Oyster
Help & Contact Mode
SSP Fares & Payments
Stop PointPink Validator
Doughnut Journeys
13. Incomplete Journey
Hub Service Delay RUC
Travel Alerts Oyster
Help & Contact Mode
SSP Fares & Payments
Stop Point
You’ve charged me too much, give
me my money back.
I’m late for my f***** meeting
again, I can’t remember my
How can I get from Stoke
Newington to 1 Churchill Place. I
can’t take the stairs.
When is the next 365?
What do I need to pay if I’m
driving in London tomorrow?
This is how our
customers want to
talk to us
16. Last train from Embankment
What time does the last district
line leave embankment?
Am I going to make the last train
from embankment?
When’s the last Viccy line
from Piccadilly?
What time does the
District line close?
27. - Give control back to the user
- Think less about navigating, focus on asking
- Build what users are asking for
- Chat doesn’t have to be the answer
28. We can see how people talk about
our products.
Not just how they interact with them.