As a result of the project, HEX was able to supercharge its passenger experience, leading to increased customer loyalty and an ongoing increase in tickets purchased through the app.
HEX’s passenger satisfaction greatly improved thanks to better information about disruptions and cancellations, the availability of new ticket types, the newly streamlined in-app booking flow, and the integration of additional digital payment methods. Integration with third-party platforms also made life easier for customers looking to purchase all their travel tickets in one place.
With access to real-time updates on ticket sales and other key data on passenger traffic and activity, HEX was able to make better-informed decisions around scheduling and the number of trains required at a given time. This allowed them to optimize resources and gain a better picture of passenger needs.
In the future, intive and HEX plan to further develop the mobile app with new features, including an offline mode so passengers can access tickets without a mobile internet connection. The intive team together with HEX will continue to improve all of the rail company’s digital channels, with the goal to provide an exceptional passenger experience.