Checking out OVPay.
Consultancy
Product Design
RET is committed to providing sustainable and efficient public transport, and it is investing heavily in new technologies such as electric buses and self-driving vehicles.
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RET (Rotterdamse Elektrische Tram) is the public transport operator of Rotterdam, Netherlands. It operates the city's tram, bus, and metro networks.
OVpay is a new way to pay for public transport in the Netherlands. It allows you to check in and out with your contactless debit card, credit card, or mobile phone. You don't need to have an OV-chipkaart or a subscription.
RET was integrating OVpay into their current systems. To ensure the smooth integration of all departments and systems, it was necessary to create a clear and concise map of the new payment method. We were asked to create an interactive tool that would visualize the customer journey, architecture, and external connections and systems.
We started by researching different customer personas to better understand their needs, goals, and challenges. Once we had established the personas, we created a flowchart that showed the various stages of the customer journey, including all touchpoints encountered along the way.
Next, we transformed the flowchart into an interactive tool, using an isometric perspective inspired by the design of London Underground maps. This format provided a more comprehensive and user-friendly overview of the customer journey.
By creating this customer journey map, RET gained valuable insights into their customers' preferences and identified opportunities to improve the overall customer experience.
Client
RET
Services
Consultancy
Product Design
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