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Amtrak Technologies
· TransportationAmtrak: Schedule Change Automation (SCA)
Reducing dependency on ARROW with a system-wide cancellation tool
- Target user groups
- 4
- Step request flow: Create to Complete
- 5
- Unified scheduling tool
- 1
Goal
Amtrak utilizes ARROW, a database management tool that houses information about train schedules, time changes, and train cancellations. A new user-friendly tool is designed to support schedule change automation, reducing the user’s dependency on ARROW, increasing efficiency, and facilitating system-wide cancellation statuses.
Activities
- Understanding user behavior: Research done on the key stakeholders to determine their needs and expectations.
- Defining user dependencies: To gain user empathy and understand the technological factors that affect user behavior.
- Building interactions: To create end-to-end workflows and UX enablers for mobile, tablet, and desktop breakpoints that describe the user journey.
- Conceptual wireframing: Designing high-level wireframes and translating them into interactive prototypes.
What is the tool about
- Interactive dashboard which supports single, partial, and full train cancellations.
- Re-accommodation of customers.
- Advanced search functionality.
- Integrating CRUD operations.
- Complete end-to-end flow from submission to customers contacted.
Who are the target users
- Amtrak Contact Center Supervisors
- Consolidated National Operations Center (CNOC) scheduling desk
- ARROW maintainer desk
- Thruway Service Agents
Stakeholder interview session
What we heard from the users
| Persona | Operations | Pain points |
|---|---|---|
| Amtrak Contact Center Supervisors Amtrak customers contact them whenever they want to cancel an itinerary | First point of contact for customers requesting cancellations or schedule changes. | Always delays sending cancellation or change requests to scheduling operators; customers can’t track or raise requests themselves; most service requests are sent manually with no automation; supervisors retrieve invoices via email to send to customers. |
| CNOC operators Contact center supervisors connect with them whenever a customer sends a schedule change request | Receive hundreds of schedule change requests spread across multiple regions of the U.S. | Manually enter schedule changes into their database after receiving them from supervisors; no 24/7 support to revert last-minute changes; unable to track maintenance delays. |
| ARROW maintainer Works with the ARROW database, updates train times and schedules | Maintains and updates the core scheduling database. | Very steep learning curve for ARROW; disconnect between the maintainer and contact center supervisor, with no direct way to track customer requests; wants to message CNOC operators directly for faster communication. |
| Thruway Service Agents Third-party agents providing connections such as buses, trams, and ferries | Coordinate connecting service for Amtrak customers. | Delays and response times are a big pain; often the last to be notified of a maintenance update on the tracks. |
Conceptual wireframes
The 5-step request flow: Create, Impact, Process, Contact, Complete.
Open to senior & staff roles
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