Putting the customer's needs first
Managing the customer experience is a real point of competition. The number of different channels and touchpoints between organizations and their customers has multiplied significantly. The larger the project or the more ongoing projects there are, the more important it is to ensure the consistency of the customer experience with systematic work and different processes.
Changing needs, multiple channels in simultaneous use and different situations in which a certain service is used make things even more complex. How can you keep it together, when services are designed and developed in different teams simultaneously? To tackle this challenge, we combined our forces with Hellon to work as a framework agreement partners for HSL from early 2017 to the summer of 2018.
During this time, we took part in the following projects:
HSL’s travel card service (e.g. control of the card, checking the card balance, purchasing card balance online)
Reittiopas and matka.fi – national routing guide services
Improving Reittiopas after its official release, and researching and designing the walking and cycling services
The improvement and usability testing of the city bike service
Working on the next version of HSL.fi’s new concept and improving the functionality of the current hsl.fi site and unifying it with Reittiopas
Auditing and improving the content of different services with customer-oriented methods
Survey application for mobility research (a white label research project)