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Case Studies > Public Sector > Making public transport more accessible with App Development
Making public transport more accessible with App Development
European Public Transport Provider | Public
Design, development and continuous improvement of a mobile application (iOS & Android) aimed at making public transport more accessible to people with disabilities.
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5 MINUTE READ |
PUBLIC SECTOR | MOBILE AND WEB APPLICATION
The Client
Our client for this case study is a central figure in public transport advocacy and development across Europe and the UK. With 1,900 member organisations across 100 countries and 13 offices around the globe, their objective has been to support urban mobility and all sustainable transport modes for each country it operates in.
The Challenge:
Soon after the Infotel Group was awarded Level 1 Compliance with the RGAA for our digital accessibility efforts, our client approached us for a health check of their current ticketing system.
While their reputation for supporting environmentally friendly travel was well established, they knew that their ticketing system lacked the requirements for people who identify as disabled or live with disabilities. Staff would also need a crash course in what it means to offer a truly accessible experience from an app that would be used by hundreds of thousands of travellers.
- A future-proof product: While traditional ticket purchasing would exist, we were tasked in designing and developing an app on Android and iOS where those with disabilities could easily access their traveling information.
- Enhanced and Accessible User Experience: The App needed to deliver a clear, simple layout that would benefit users with colour blindness and impaired vision. User experience needed to be greatly enhanced, putting customer needs first through the provision of key new features.
- And, of course, a tight deadline: Our client was keen to launch the new app to coincide with the unveiling of their rebrand. This meant all testing and user feedback needed to be concise and acted upon quickly.
Frictionless
Account
Management
Flexible delivery
to clients using
a Fabric solution
Creation of
a clear and
simple layout
The Response:
In weighing up the options for build approach, our focus was on delivering the best possible user experience whilst maximising ROI for the client’s investment.
We recommended native app development to undertake a 360-degree review of the app roadmap, fully overhauling the UI, adding accessible functionality, and championing CX across the user journeys.
- Data from Analytics guided our design decisions, and we created wireframes and high-fidelity designs in Figma for client approval before moving into development.
- With a clear backlog for both iOS and Android, we worked in agile sprints to iteratively build the app.
- Due to the client’s international headquarters, we took best advice from the RGAA accessibility guidelines.
10,000+
Europe
3
throughout roadmap
40%
load time
95%
in first week
Project Outcome
Careful user research, customer journey mapping and UX design underpins each of our mobile projects. Our roadmap was smooth, swift and successful – and we’ve proudly maintained & enhanced our client’s app to meet evolving business needs.
- V1.0: November 2021 – meeting our client’s deadline and implementing all feedback loops.
- V1.1: January 2022 – addition of a requested geolocation extension.
- V2.0: March 2022 – final version with regular maintenance and platform updates.
Over 70% of travellers reported they were satisfied with the user experience of our new, accessible platform, and it’s currently (at time of implementation) one of the highest traffic applications we’ve seen in years. Infotel couldn’t have supported a better outcome.
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