Helsinki’s transport authority HSL aimed to unify its services by bringing them all together into a single app. With all the services now combined, plus additional useful features, public transport users no longer need to rely on different apps or websites to travel smoothly from A to B.
The HSL application is the first ever digital app to meet the needs of all public transport users. By providing route information on the full range of transport services, the app makes purchasing the right type of ticket effortless. It also offers updates on traffic situations on the chosen routes.
In addition to responding to the real needs of end users, the app also enables the service provider to operate more efficiently.The design process for the app involved users of HSL’s services as well as a wide selection of the transport authority’s own stakeholders. Communications and IT specialists, customer service personnel, bus drivers, and ticket inspectors all took part in the efforts. Their collaboration revealed different needs and angles that gave priceless insight to the design of the new service. In addition to responding to the real needs of end users, the app also enables the service provider to operate more efficiently. Breaking down the barriers between client, end-users and design teams was essential in gaining the thorough understanding that resulted in a successful solution.
