The initial demand:

Improve customer and employee experience in SNCF’s boutique in Gare de l’Est

– Radically reduce customer waiting time

– Improve the quality of customer relations (reduce aggressiveness)

– Improve sales

Our contribution:

Observations and interviews (operational teams, back office, local management)

Customer & employee workshop to invent and protype the new experience in the SNCF boutique

Mobilisation of front-line teams: creation of 5 work-streams for 3 months involving front-line employees and their managers to test the new ideas imagined in the work-shop

The results:

Simple resolution of issues with only very low investment necessary from the SNCF