Case Study: Virgin Trains creates an industry-first Alexa booking experience with Inviqa

Virgin Trains launches Alexa ticket booking and cuts average booking times with Inviqa

Inviqa partnered with Virgin Trains to help the company launch its first voice experience and determine if an Alexa Skill would be easy for customers to use, increase ticket sales, and make travel more accessible. The challenge was to understand how customers would use such a service and to identify both common and edge-case user needs to ensure the skill was intuitive.

The solution Inviqa delivered included user research, digital product design, and roadmap development. This resulted in the launch of an industry-first Alexa Skill that integrated Amazon Pay, allowing customers to book tickets using just their voice. The skill reduced average booking times and was later expanded with a 'JourneyCare' feature to better serve disabled passengers, increasing accessibility and providing an amazing customer experience.

Virgin Trains