Marino partnered with Expressway, one of Ireland's leading transport service providers, to strategically design and plan the development of their digital and on-boarding experience. Through comprehensive user research and ideation, the project successfully identified key customer pain points and transformed them into opportunities, leading to improved customer experience, enhanced operational efficiencies, and increased revenue generation across both digital and physical channels.
The Expressway team aimed to deliver the best possible customer experience for their online and on-board services. However, they recognised that diving straight into development without a deep understanding of their users' needs would be counterproductive. The core challenges included:
Achieving a consistent and superior customer experience across both digital and physical touchpoints.
Identifying opportunities to create operational efficiencies.
Driving revenue generation through improved digital offerings.
Gaining a thorough understanding of coach users' needs, wants, pains, and behaviours to unlock opportunities for improving the Expressway offering via digital channels.
Marino adopted a user-centric approach, working closely with the Expressway team. The solution involved:
User Research: Conducting comprehensive user research to understand current customer pain points and visualize their future customer journey.UX Design & Service Design: Applying expertise in UX design and service design to ideate solutions that not only improved the customer experience but also aligned with Expressway's business goals and revenue objectives.App, Website Development & TVM (Ticket Vending Machine) Planning: Designing and planning the development of the overall digital ecosystem, including the app, website, and TVM interfaces, to ensure a cohesive and improved on-boarding experience.
The strategic partnership enabled Expressway to move towards achieving its goals of an exceptional customer experience. The deep dive into user behavior and pain points allowed for the creation of a design and development plan that directly addresses user needs. This comprehensive approach is set to deliver:
An optimised customer experience across all digital and physical touchpoints.Increased operational efficiencies within the transport service.
A clear pathway to drive revenue generation through enhanced digital offerings.A robust foundation built on a deep understanding of coach users, leading to a significantly improved Expressway offering.
"Marino's expertise in understanding our customers and translating those insights into a clear digital strategy was invaluable. They didn't just build; they helped us truly rethink our entire customer journey."
Have a project in mind, or just starting to think one through? We’re good at both.
Get in touch
