for Scotrail Sleeper Train
During my 4 month academic placement at the Glasgow School of Art in the UK, I worked on a project for ScotRail. Together with a class of 20 students we researched and developed concepts to improve the user experience of the sleeper train. Our process began with surveys and interviews with passenger and staff. We boarded the train from Glasgow to London to get a closer look at the experience from beginning to the end.
Customer and staff insights research reviled a lack of customer service and satisfaction among passengers.
“I had to change out of my pyjamas to look for staff which took more than 10 minutes.”
-Cindy, first class passenger
“Often times I am working alone and when I need help from another staff I have to call from my personal cellphone.”
-Rick, Caledonian Sleeper host
How can passengers feel more informed and in control?
How can staff serve passengers more effectively?
How can design make on board services more available and operate smoother?
1. Not enough hosts onboard to fulfill the services being offered.
2. Passengers did not feel in control of their room temperature.
3. Customers were uninformed of information such as travel delays.
4. Staff have trouble locating other staff onboard. Radio service did not aways work onboard.
2. Passengers did not feel in control of their room temperature.
3. Customers were uninformed of information such as travel delays.
4. Staff have trouble locating other staff onboard. Radio service did not aways work onboard.
“I had to change out of my pyjamas to look for staff which took more than 10 minutes.”
-Cindy, first class passenger
“Often times I am working alone and when I need help from another staff I have to call from my personal cellphone.”
-Rick, Caledonian Sleeper host
How can passengers feel more informed and in control?
How can staff serve passengers more effectively?
How can design make on board services more available and operate smoother?
Design Brief
Solution: Staff & Customer Communication Devices & Interface
The Host can use the integrated Calidonian App on a modified iPad to check-in passengers. When passengers present their ticket, the ticket is swiped on the iPad and the customer's profile is brought forth. Special needs or modifications can be made on the app for each individual guest. The passenger's berth is preset according to their needs, this is done online when they purchase the ticket.
Passengers swipe their card on the touch screen in their berth to access their settings and account. The touch screen displays journey updates, temperature settings, menu, alarm, onboard services, a map of the train and touristic information.
Staff have an internal interface which allows them to locate and communicate with other staff onboard.
Value
The system provides hotel-like concierge service and keeps passengers informed of their journey. Using digital communication technology, the passenger’s experience is enhanced from the beginning to the end of their journey. Customer satisfaction increases and the brand experience is strengthened. The host, attendants, and kitchen staff can easily and efficiently communicate anywhere on the train. Improved communication results in better customer and staff experience while maintaining the same amount of staff.
The system provides hotel-like concierge service and keeps passengers informed of their journey. Using digital communication technology, the passenger’s experience is enhanced from the beginning to the end of their journey. Customer satisfaction increases and the brand experience is strengthened. The host, attendants, and kitchen staff can easily and efficiently communicate anywhere on the train. Improved communication results in better customer and staff experience while maintaining the same amount of staff.
