With more than 30 million passengers traveling on Amtrak, the brand is iconic with a loyal, diverse and vast audience. Amtrak introduced Fare Families as part of new functionality to allow passengers to purchase tickets with different fare rules. I was fortunate to work in the incorporation of Fare Families functionality to Amtrak Mobile Website and Amtrak Assistive Screens.
Fare Families program improved market segmentation and customer satisfaction. The program explored new pricing opportunities in the passenger railroad market.
The Fare Families concept introduced multiple fare options for each logical trip. The changes contained new and modified functionality necessary to implement Fare Families on the Mobile Website. We were concern the customer would be overwhelmed with all the information. It was important that the fare rule information was displayed through a clear and intuitive interface. The primary functional areas impacted by Fare Families included: Buy Tickets, Discounts, Select Train, Confirmation, and the Assistive Website.
Product requirements, user flows and wireframes were delivered to the third party responsible for the technical implementation.