customer centric approaches to self-sevice in tolling · 2019. 4. 18. · - usability, mobile...

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CUSTOMER CENTRIC APPROACHES TO SELF-SEVICE IN TOLLING Maria-Beate Landl Customer Insight @ASFINAG Zagreb, 12 th of April 2019

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Page 1: CUSTOMER CENTRIC APPROACHES TO SELF-SEVICE IN TOLLING · 2019. 4. 18. · - usability, mobile friendliness - language, terminology. 12

CUSTOMER CENTRIC APPROACHES

TO SELF-SEVICE IN TOLLING

Maria-Beate Landl

Customer Insight @ASFINAG

Zagreb, 12th of April 2019

Page 2: CUSTOMER CENTRIC APPROACHES TO SELF-SEVICE IN TOLLING · 2019. 4. 18. · - usability, mobile friendliness - language, terminology. 12

2

in AutriaToll roads

165 tunnels (403 km)

5.780 bridges

Page 3: CUSTOMER CENTRIC APPROACHES TO SELF-SEVICE IN TOLLING · 2019. 4. 18. · - usability, mobile friendliness - language, terminology. 12

3

< 3

.5 t

GV

W

> 3

.5 t

GV

W

Vignette Section Toll

GO-Box

Tollproducts

Page 4: CUSTOMER CENTRIC APPROACHES TO SELF-SEVICE IN TOLLING · 2019. 4. 18. · - usability, mobile friendliness - language, terminology. 12

4

Stages of

CustomerInvolvement

Page 5: CUSTOMER CENTRIC APPROACHES TO SELF-SEVICE IN TOLLING · 2019. 4. 18. · - usability, mobile friendliness - language, terminology. 12

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business data,

reportings,

surveys

customer

satisfaction,

customers‘

behaviour

and needs

Page 6: CUSTOMER CENTRIC APPROACHES TO SELF-SEVICE IN TOLLING · 2019. 4. 18. · - usability, mobile friendliness - language, terminology. 12

6

usability tests,

interviews,

focus groups

customers‘

perspective on

products and

services

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open innovation,

co-creation,

service design

thinking

direct customer

involvement in

development &

innovation

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>3,5tSelf-Service

Page 9: CUSTOMER CENTRIC APPROACHES TO SELF-SEVICE IN TOLLING · 2019. 4. 18. · - usability, mobile friendliness - language, terminology. 12

9

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of customers and employeesInvolvement

Page 11: CUSTOMER CENTRIC APPROACHES TO SELF-SEVICE IN TOLLING · 2019. 4. 18. · - usability, mobile friendliness - language, terminology. 12

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Key Findings

- support, training

- individualization, customization

- customer empowerment

- structure, menu navigation

- usability, mobile friendliness

- language, terminology

Page 12: CUSTOMER CENTRIC APPROACHES TO SELF-SEVICE IN TOLLING · 2019. 4. 18. · - usability, mobile friendliness - language, terminology. 12

12

<3,5tSelf-Service

Page 13: CUSTOMER CENTRIC APPROACHES TO SELF-SEVICE IN TOLLING · 2019. 4. 18. · - usability, mobile friendliness - language, terminology. 12

13

of customers and employeesInvolvement

Page 14: CUSTOMER CENTRIC APPROACHES TO SELF-SEVICE IN TOLLING · 2019. 4. 18. · - usability, mobile friendliness - language, terminology. 12

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ProjectsOther

brand naming

resting areas 2025

customer segmentation

latent satisfaction model

Page 15: CUSTOMER CENTRIC APPROACHES TO SELF-SEVICE IN TOLLING · 2019. 4. 18. · - usability, mobile friendliness - language, terminology. 12

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