Eurotunnel

Eurotunnel has been a client of Fluent for many years. For this project they asked us to analyse the current Fare Finder booking system and improve it for a future release of the website. In particular they wanted a way to understand the type of vehicles that customers were travelling with so they could be more efficient when loading the shuttle.

The challenge

The project brief was to redesign the current Fare Finder facility for both desktop and mobile, and then test the designs with users. The brief presented us with a number of design and research challenges.

For example the current Fare Finder was not always straightforward for users to engage with, in particular the vehicle types and pricing area. The ticket page was also known to be confusing, with the ticket types and their benefits often misunderstood.

For the research we needed to understand if the introduction of a vehicle in the Fare Finder journey caused any issues and how to make this more seamless.

What we did

We produced three different Fare Finder designs that were fully clickable to simulate exactly what each journey would be like in reality.

The design variations were then put through two full days of user testing at our studios, with prototypes tested on both desktop and mobile. We managed the research recruitment process and structured the sessions to test the journeys fully.

The research uncovered valuable insights and areas of improvement, including which options of the Fare Finder and the price grid worked better than others. Having two days of testing allowed us to iterate the designs between the two days, so that the second day was used to validate the improvements from the first day.

The outcome

We delivered a high fidelity clickable prototype that had been tested with users at multiple stages of the design process. The research gave us a good insight into which layouts worked best for fare selection, highlighted some elements that were confusing and allowed us to define the level of information per page that was most clear to people.

We translated these research insights into the final design which was handed over to Eurotunnel to be implemented.

Project timeline