Helping Staff Help Customers

A quintessential British icon, whose history dates back to 1863. Serving 1.37 billion passengers annually on their transport networks, of which the coach station serves over 14 million annually, and with a connecting network that covers most of the European continent, it is the largest coach station in the UK.

Business Goal:

The station staff across the coach station and London Underground all have one thing in common, they all want to help passengers and enjoy doing so, but were often hindered by legacy systems and processes.

I was part of the team engaged to improve this and provide station staff with the tools they need to make their days easier and serve their passengers better.

From digitizing forms to utilising open API data to share station statuses during problematic times, I heard about it all and strived to deliver something to make a difference.

Solution

Focusing on improvements in customer information, staff members were provided with personal tablets - with pre-loaded apps - which provided real-time information on coaches, trains, tubes, planes, and all other forms of transport across the city. Staff are using their devices to help communicate with passengers, too.

The coach station had a challenge to meet the ever-increasing expectations of its customers. Many more upgrades and improvements are planned for the future to make sure the coach station can stay ahead of the game, continually improving information delivery to its customers.