Featured Work 01
Public Transport Customer Experience
The challenge
A public transport provider had a bold vision for the future of transport. They needed to ensure that the new transport services are designed in a way that made sense for its users in an integrated network of transport modes.
The process
I conducted a range of qualitative research techniques to
understand customer needs and travel behaviour.
This included intercept surveys, customer co-design workshops, contextual interviews, and diary studies. The
data points and research findings were then collated and anlaysed to form actionable customer insights.
The outcome
By understanding the current experience, I was able to map out customers’ ideal transport experience, its defining service principles and future service initiatives. This helped inform the customer strategy for the future of public transport.