The project in a nutshell
The Travel Survey was in need of an update, and we wanted to offer an easy and accessible way to participate through a web survey that utilizes location-based data.
We designed the customer experience, visual brand, and Angular-based survey application for the research looking at the travel habits of the Helsinki region’s residents.
The outcomes of the trial study offered encouraging results, as the response rate increased and our client received high-quality data. Test users described the survey as smooth, clear, logical, and easy to use.
How to persuade, simplify, and engage A dynamic survey enables multiple user journeys Promising results from the trial study
New insights from service design in travel research
"Frantic’s service designers faced the challenges of the Travel Survey head-on: How can we turn a complicated travel diary research into a simple online survey? How do we make users understand that it’s not a public transport survey, even though it’s done by HSL? We found a solution to each and every problem and developed a really usable online survey – and defined the whole response path. "
"While working with Frantic we learned just how extensively service design can be used in research. Especially the user testing sessions were eye-opening! Frantic’s experts were great to work with and the end result was a successful survey app and high-quality data."
Elina Brandt, Transport Analyst, HSL
Fruitful outcomes – even for our experts It was extremely interesting to design the customer experience for something like the Travel Survey. Especially the travel diary takes some time and effort from users, so it was important to make the experience as smooth as possible, rewarding even. We tested designs for the interface with many users, first with a prototype and then with a coded version of the service, to pinpoint any potential problems to fix, and also to see the moments that brought smiles to users’ faces. In every session, we learned so much from our users about what it takes to create a good user experience! The end product, a result of trying and testing, engages users to respond to the survey and enjoy completing it.
- Customer experience design
- Co-design and user testing
- Concept design
- Visual brand design
- Content design
- Visual design
- User interface design
- Technical design and implementation
- Digitransit API
- Firebase Cloud Messaging