Serving a vulnerable audience of 13,000
Preparation is everything
To really understand what passengers experience, we listened in on calls to the call centre and rode along on the bus so we could talk to both driver and passengers. These experiences helped us understand what they liked about the service and where there was still room for improvement.
“Hike One showed strength in creativity and flexibility. Their ability to understand both the client and the end-user resulted in 'best in class' design concepts and, ultimately, into strong and practical solutions.”Quinten Passchier
Manager Business Development at RMC
No more being put on hold
Hike One designed an accessible and user-friendly trip planner. RMC clients can book and modify their ride online and no longer have to make a phone call to the call centre. It saves them so much time.
Leaving no one behind
Making life easier, from departure to arrival
We noticed that uncertainty about the route and time of arrival was quite stressful for clients. That is why we have made sure to provide route information in real time on buses, as well as departure times at popular pick-up locations. This allows customers to benefit passively from the new platform without having to learn to use a smartphone.
A skinnable white label
No more stress at the call centre
The new industry standard
While the initial group of users in Rotterdam was relatively small, RMC required a mature platform that would scale to a larger audience when needed. Feedback from clients has been very positive so far. The vast majority of those who discover booking a trip online as an alternative to calling continue to do so for subsequent trips.
Personas as a benchmark for our audience
Using personas helped us truly understand the people for whom we were designing the system. By defining each individual user journey, we discovered where RMC could add to its service to create a seamless user experience.
Lending a hand
“This project is proof that listening to your customers can lead to completely new insights and successful products.”Roderick Trompert
Team Lead interaction design
