As Virgin Trains' retained partner, we were super-excited to help launch their first voice experience for customers. We were all in particular excited about making journey booking even more accessible to all, backing up the company's commitment to passengers of all abilities.
Despite being excited by the possibilities offered by Amazon's voice interface since its launch, we were all unsure how or if customers would use a Virgin Trains voice service.
Our main objectives were to:
- Work out if an Alexa Skill could be put live that would be easy for customers to use and trust, and increase ticket sales
- Carry out a period of rapid research to identify customer needs and goals, and therefore the tasks they might use Alexa for
- Identify and understand the marginal tasks or edge cases - the kind of scenarios or user needs that don't occur often, but that can be just as important as most common tasks
- Ensure the skill is intuitive and avoids customers having to switch from Alexa to a different method of booking, as well as allowing customers to speak to customer services