How it was created
HSL wanted a new app with a state-of-the-art user experience. All design solutions were to create real value for customers and, above all, work in people’s busy everyday lives. This could only be achieved through collaboration with the customers.
During the design process, the designers and customers investigated everyday travel situations, compared different user interface solutions and assessed the clarity of communications.
In addition to passengers, many parties from the HSL organisation and stakeholders were extensively involved in the design process. The communications, IT and customer service teams, as well as bus drivers and ticket inspectors, all worked together. The collaboration allowed us to take into account different needs and viewpoints to make the new service a smooth part of the everyday lives of not only the customers but also the service provider.