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client success stories
3 min read
Transportation
Development of an account-based system, website, and mobile application for public transportation smart card
Our client, operating a smart card system that handles ticketing for seven regional transit companies, was grappling with the growing frustration of 50,000 daily passengers who faced difficulties adding money to their smart cards. Looking to make a paradigm shift in the user experience, they approached Zoreza Global to help create an account-based system with a revamped web experience and an enhanced mobile application.
We leveraged a human-centered design approach to develop a personalized, account-based experience across the new website and mobile app. Our strategy and design teams harnessed the power of motivational user experience concepts through focus groups, designing solutions that enhanced usability, accessibility, and seamless integration with existing ticketing systems. The development team faced the challenge of operating within a complex multi-vendor ecosystem to “construct the mobile app, middleware and UI design for infrastructure pieces”.
Our client now has a secure and intuitive product that not only delights customers but also satisfies the needs of all stakeholders involved. The project served multiple transit systems while addressing customers' needs and supporting our client's business objectives. The novel website and mobile application, which covered an entire range of transit services, have been welcomed with open arms by users, as evidenced by their glowing feedback.
Objectives and Key Results
Our goal was to prioritize the user needs while integrating multiple systems in a customer-focused manner. The human-centered approach, identifying user experiences, understanding elements of delight, and integrating multiple systems, led to the successful development of the new website and mobile app.
Project Outcomes:
Our design elements sparked joy, elevating the task of adding money to the card from a boring necessity to an engaging experience. This design approach was tested and validated successfully.
Future Updates
Our work with our client does not stop here. As we strive for continuous improvement, new updates and features are on their way to enhance the customer experience even further.
Want to know more?
If you need assistance with your business transformation, or an assessment of your current operational setup, please contact us. Together, we can create impactful change through technology.
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