A talk about the details of the TfL TravelBot and what we're learning along the way

1. TravelBot
Alex Tatner - @alextatner
Experience Design Lead, TfL Digital

2. m.me/TflTravelBot
Search for TravelBot on

8. We’re able to give
control back to the user

11. Let users talk to you in
their own words

12. This is how we talk to
our customers online
Incomplete Journey
Hub Service Delay RUC
Travel Alerts Oyster
Help & Contact Mode
SSP Fares & Payments
Stop PointPink Validator
Doughnut Journeys

13. Incomplete Journey
Hub Service Delay RUC
Travel Alerts Oyster
Help & Contact Mode
SSP Fares & Payments
Stop Point
You’ve charged me too much, give
me my money back.
I’m late for my f***** meeting
again, I can’t remember my
How can I get from Stoke
Newington to 1 Churchill Place. I
can’t take the stairs.
When is the next 365?
What do I need to pay if I’m
driving in London tomorrow?
This is how our
customers want to
talk to us

14. Behaviour is switching
from navigating, to asking

15. Linear interactions

16. Last train from Embankment
What time does the last district
line leave embankment?
Am I going to make the last train
from embankment?
When’s the last Viccy line
from Piccadilly?
What time does the
District line close?

17. Building based on user language

18. Learning from all channels

19. 24/7 testing

20. When’s the next 321?
Repetitive actions
When’s the next 321?
When’s the next 321?

21. In journey, live information
When’s the next circle line
train from St James’s Park?
What time does the
Circle line close?

22. How it fits - Service issues
Is the district line still
delayed?

23. Build what people ask for

25. Chat doesn’t have
to be the answer

27. - Give control back to the user
- Think less about navigating, focus on asking
- Build what users are asking for
- Chat doesn’t have to be the answer

28. We can see how people talk about
our products.
Not just how they interact with them.

29. Thanks, Questions?
Alex Tatner - @alextatner
Experience Design Lead, TfL Digital