Byte Breakfast: Attention, friction and the customer travel journey.

@john383 Byte Breakfast April 2016

Attention, friction and the travel customer journey.

Dreaming

The Travel Journey

Planning Booking Experiencing Sharing

The problem= High friction, Low attention

Dreaming Planning Booking Experiencing Sharing

1) Breadth 2) 3rd Place

The Travel Journey

Dreaming Planning Booking Experiencing Sharing

Brands making broader plays

The Travel Journey

Why breadth matters

1) Acquisition is hard 2) Lock-ins drive loyalty

3) Good UX differentiates

1) Acquisition is hard 2) Lock-ins drive loyalty

3) Good UX differentiates

Why breadth matters

Dreaming Planning Booking Experiencing Sharing

The Travel Journey

1) Breadth 2) 3rd Place

Dreaming Planning Booking Experiencing Sharing

The Travel Journey

Web • Apps

The Travel Journey

3rd Place?

Chat bots Speech Interfaces

Bot or not?

Chat isn’t the right interface for everything

1.

Bots aren’t smart without smart A.I

2.

Bots might not be endpoints,but better shortcuts

3.

Bots will work if identity and payments are baked in

4.

Bots still don’t solve the discovery problem

5.

Dreaming Planning Booking Experiencing Sharing

Near term or long term, good UX persists as the biggest advantage for

brands and businesses.

The problem: High friction, low attention

And finally

here’s 3 things you can do next…

For your eyes…

For your ears…

@john383 Want the slides? Mail me… [email protected]

Byte April 16

Coffee?