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, 12th of April 2019
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in AutriaToll roads
165 tunnels (403 km)
5.780 bridges
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< 3
.5 t
GV
W
> 3
.5 t
GV
W
Vignette Section Toll
GO-Box
Tollproducts
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Stages of
CustomerInvolvement
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business data,
reportings,
surveys
customer
satisfaction,
customers‘
behaviour
and needs
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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
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of customers and employeesInvolvement
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Key Findings
- support, training
- individualization, customization
- customer empowerment
- structure, menu navigation
- usability, mobile friendliness
- language, terminology
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<3,5tSelf-Service
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of customers and employeesInvolvement
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ProjectsOther
brand naming
resting areas 2025
customer segmentation
latent satisfaction model
…
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