Reed & Mackay
Video Learning for only travel booking tool
In response to its customers’ preference to self-book business travel and accommodation Reed & Mackay developed VIATIQ, a technically advanced Self-Booking Tool (SBT).
As VIATIQ is designed to save client’s time and money a measure of its success would be a reduction in the number of support calls received by client services and less cost per call charges to the client.
This objective would be easier to reach if the SBT had some simple video training support modules. Clients could then watch them instead of reaching for the phone.
In partnership with MWP Digital Media, the concept was to film a female presenter against green screen so that she could simultaneously engage with the functionality of VIATIQ and the viewer.
The approach centered on the creation of end-user scenarios that were then turned into script storyboards. These included Presenter to camera pieces, interactivity with the SBT and on-screen animations.
The storyboard ensured that the key training points were covered as well as how best to film and edit each module.
Particular attention was given to the casting the female presenter. She would be on-screen most of the time and so would need to have a confidence and naturalness that viewers would readily accept.
We produced 6 x scenario-based video training covering:
- An Introduction to VIATIQ
- Making a Rail Booking
- Making a Hotel Booking
- Making a Flight Booking
- Adding Travel Options to a Shortlist
- How to complete your Checkout
- Each module ran for 3 – 5 minutes.
We recorded and edited a ‘pilot’ module to test how the presenter interacted with VIATIQ screen and how the training came across. This allowed us to make necessary script and production revisions.
Feedback from Reed & Mackay clients shows that they find the videos easy to watch and helpful. Importantly, initial analysis suggests that the videos are helping to reduce the number of support calls the company receives.
For Reed & Mackay, this type of video learning also represents a commitment to create and deliver new solutions for clients using video and online applications. The clients like the videos and see the value of using them to make the booking of corporate travel a pleasurable experience.