Henriette Friberg, Analysis Consultant, DSB
Explorative research and development of recommendations on how to communicate time, in order to make information concerning delays meaningful to passengers travelling by s-tog.
We defined parameters of comfort, and DSB received a catalogue of recommendations to enhance the experience of passengers on the train, and consequently improve customer satisfaction levels.
We explored how passengers percieved and used the roof mounted screens in the S-tog, to devlop inspiring recommendations and concepts for future entertainment formats.
We identified multiply factors influencing the travel experience in a safe or unsafe direction, and created recommendations for a range of initiatives to support a safer environment at platforms and in trains.
We developed recommendations to improve a recruitment platform and materials, by gaining insights from six types of employees at different organisational levels.
We identified crucial factors threatening the customer experience of cleanliness and comfort on board trains and in stations. The more nuanced understanding empowered DSB to take action in areas that affect theover all customer experience.
We travelled along with passengers on DSB 1’ to help define their expectations towards a premium service offer, and developed recommendation for the future competitive service concept.
We strengthened the CX-teams internal capacity in researcing, defining and developing customer journey maps, providing them new tools, mindsets and a framework to continue exploring new journeys.