Working with fhios has helped us gain a clearer understanding of how our customers perceive our site, and the problems they encounter while using the site on their own PCs. We can now use this information to continue improving the online experience of our customers.
Customer Experience Manager - Egg Plc
The Eurostar web site underwent extensive development changes that led to significant enhancements to the design, editorial content and functionality of the online booking engine. To ensure that the ongoing development of the web site was focussed on the user experience, Eurostar engaged fhios in a programme of research. The main focus of the research was to identify potential areas of development for the site that would help to increase sales conversion rates and help to continue to improve revenue and yield.
The primary objectives of the research for the Eurostar team were to successfully communicate the Eurostar brand, provide compelling content to encourage bookings, reducing the cost of sale, ensuring a fast and efficient booking process and to improve the two way communication process.
With this in mind, fhios embarked upon a programme of research comprising elements such as 12 person usability study, Accessibility Audit, Competitive benchmarking against British Airways, Easyjet, Opodo and Trainline sites and Online Customer Satisfaction survey.
This approach resulted in comprehensive actionable design recommendations for the Eurostar team. The final reports and presentations provided the team with both long and short term recommendations for improvements to the Eurostar site. Clear information was provided to help Eurostar meet appropriate compliance levels for accessibility and a comprehensive picture of the competitive landscape was detailed.