customer centric approaches to self-sevice in tolling · 2019. 4. 18. · - usability, mobile...
TRANSCRIPT
CUSTOMER CENTRIC APPROACHES
TO SELF-SEVICE IN TOLLING
Maria-Beate Landl
Customer Insight @ASFINAG
Zagreb, 12th of April 2019
2
in AutriaToll roads
165 tunnels (403 km)
5.780 bridges
3
< 3
.5 t
GV
W
> 3
.5 t
GV
W
Vignette Section Toll
GO-Box
Tollproducts
4
Stages of
CustomerInvolvement
5
business data,
reportings,
surveys
customer
satisfaction,
customers‘
behaviour
and needs
6
usability tests,
interviews,
focus groups
customers‘
perspective on
products and
services
7
open innovation,
co-creation,
service design
thinking
direct customer
involvement in
development &
innovation
8
>3,5tSelf-Service
9
10
of customers and employeesInvolvement
11
Key Findings
- support, training
- individualization, customization
- customer empowerment
- structure, menu navigation
- usability, mobile friendliness
- language, terminology
12
<3,5tSelf-Service
13
of customers and employeesInvolvement
14
ProjectsOther
brand naming
resting areas 2025
customer segmentation
latent satisfaction model
…
www.asfinag.at