To offer users a secure, bug-free and ready-to-use smartphone subscription, Trenord chooses the innovative technology proposed by Nail. The Lombardy railway company has introduced the “Phone Pass” function on the Trenord App, which makes the railway pass completely digital and dematerialized. Before its launch, Trenord examined user perceptions of the new fully digital feature. So it relied on the support of Unguess, the first platform in Italy to use the crowdtesting methodology to carry out tests from which to obtain relevant and effective feedback.
Offer users the best possible experience
Trenord, in view of the implementation of the new functionality, has set itself the objective of guaranteeing perfect functioning of the subscription on the App. Furthermore, a user experience validated by precise feedback from real users. All this was possible in the space of just six months, thanks to a roadmap developed by Unguess with four different wave test methodologies organized and implemented even in the space of a few days.
Trenord chooses the Unguess methodology: bug hunting, experiential testing
During the first bug hunting test developed by Unguess, testers from the Tryber community (the crowd of testers built and managed by Unguess with tens of thousands of real users) were asked to simulate the complete purchase of a subscription. This mode was useful for finding bugs in just three days and ensuring the new feature worked before release.
Furthermore user diary e test mono-task
The second step was dedicated to perfecting the user experience through an experiential test carried out according to the Moderate User Test methodology. Performed over a week, it studies the user’s perception towards the smartphone subscription. Based on the expectations that emerged, it was understood where to intervene to improve interaction in the phase of creating the “Phone Pass” and the association of the subscription.
Involve travellers
Then, using the user diary method, they were involved twenty travellers Trenord regulars in actually purchasing a season ticket. All aimed at collecting feedback on the entire purchasing experience, from the creation of the “Phone Pass” to the use of the digital ticket on trains. Feedback showed that the new feature was an innovation highly anticipated by most users. Further opportunities for improvement were identified.
The results obtained and the value of Unguess’ expertise
Compared to what emerged from the User Diary, a quick single-task test was lastly performed. The testers purchased the subscription and loaded it onto the “Phone Pass”. This phase, which subsequently led to the definitive release of the function, allowed the most recent design and development choices to be carefully examined and approved. As well as improving some minimal elements. Playing a decisive role in this case study is customization of the survey.
Smartphone – Assistance and flexibility
Paolo Costa, Senior E-commerce and CRM Manager of Trenord
Unguess ci ha supported with an excellent level of support and flexibility. The tests carried out have allowed us to validate with concrete data what was previously only perceived instinctively. With Phone Pass we offer a smart and convenient solution to our customers, who are increasingly inclined to carry out all travel-related operations online. For example the purchase of travel tickets, use of tickets and carnets and, now the implementation of the season ticket.
Trenord chooses Unguess for new subscriptions on smartphones
Fabio Rota, Senior Sales Manager & Team Leader in Unguess
Customer experience is the beating heart of any relationship between a company and its customers. Every interaction, from the initial discovery of the product or service to post-sales, helps shape the customer perception. A positive experience, which not only meets expectations but exceeds them, creates an emotional bond.It goes beyond the commercial transaction precisely because users remember not only what they purchased, but also how they felt during the entire process. Attentive service, clear communication and quick response to customer needs. These are elements that contribute to building trust and loyalty and this is what Trenord has managed to achieve thanks to the synergy that was born with Unguess.