HSL is a joint local authority managing public transport and the transport system in the Helsinki region, serving a large and diverse population. Public transportation is essential for many, and it must function smoothly every day. Ticket purchasing is a critical part of this experience. When HSL needed to transfer customers to new back-end systems without any hick-ups, Solita stepped in as a partner. The result is a new online ticket store that makes buying tickets easier than ever, built with passion, care, and a spirit of collaboration.
There was a clear customer need for a new online ticket store. Our previous solution had to be closed well before the new one was ready, so it was important to deliver a smooth transition and meet the expectations of our travel card customers.
Satu RönnqvistDevelopment Manager, Ticketing Systems, HSL
Results
From pent-up customer need to rapid, widespread uptake: Usage reached expected volumes within the first month, proving that the service quickly became part of customers’ everyday routines.
From older architecture to a secure, futureproof back end: The new store runs on HSL’s modern account-based background systems, enabling consistent data, secure identification, and future service unification.
From incremental improvements to a platform for long-term evolution: The new Ticket Store establishes a solid base for eventually unifying the web store, the HSL app, and other identifiers into one coherent ecosystem.
From a long service gap to a swift, smooth relaunch: The previous web shop was shut down months earlier, but the new Ticket Store launched without hiccups and customers adopted it right away.
New online ticket store rose from people’s needs
HSL needed to renew the current system, and this meant introducing a modern account-based background system that would be more secure and enable long-term evolution. Online ticket store is essential to many, for example, pensioners and parents of small children still need their HSL card.
HSL’s key goal was to ensure that the transition to the new system would be as smooth as possible, with no interruptions for customers. The new store is designed to be easily accessible for everyone, including those who prefer a larger screen or are less familiar with mobile apps.
€1.1 MAverage monthly sales, and rising
120000+Purchases made after the release
4.26/5Customer satisfaction
< 35 %Purchases for others
Previous experience with HSL proved valuable
Solita’s long-standing partnership with HSL and deep understanding of the public transport domain made a difference. The project team combined technical expertise with a user-centric approach, ensuring that the solution would fit seamlessly into HSL’s broader digital ecosystem.
The new ticket store is part of a larger shift to account-based systems, where all ticket products and customer data are managed securely and efficiently in the background.
When everybody excels in their role, it’s smooth sailing
The collaboration between HSL and Solita was a textbook example of how shared values and clear roles lead to success. Solitans were praised for their flexibility, speed, and ability to solve complex problems.
The project benefited from thorough user testing and feedback, with improvements made at every stage. The result: a well-executed launch with positive customer feedback and no major issues.
“This was a great example of a well-designed and well-executed software project. Every participant genuinely cared about the outcome and was committed to shared goals. Passion and dedication were evident throughout, and these qualities shine through in the final result”, says Solita’s Account Director Antero Lundell.
“
Solita’s team was exceptionally effective. Each member brought their own strengths – from solution architecture to accessibility and flexibility. The collaboration felt effortless, and we always got quick results.
Satu RönnqvistDevelopment Manager, Ticketing Systems, HSL
Key takeaways
Societal relevance: Public transport must work for everyone, every day
Smooth transition: Customers were moved to the new system without interruptions
User-centric design: Ease of use was prioritised for all customer groups
Strong foundation for future development: The new ticket store is part of HSL’s broader digital transformation
