Programme of work is anticipated to streamline operational efficiencies and drive an uptake in usage and loyalty
First Bus has selected agency Future Platforms to develop and evolve the mobile experience for its customers in line with its ongoing commitment to digitisation.
The award-winning agency will work with First Bus on a “digital- and customer-first” strategy that will assist in gaining crucial insight about its customers and will help to deliver evolved and smarter mobile services.
In turn, this programme of work is anticipated to not only streamline operational efficiencies but also drive an uptake in usage and loyalty.
“Our work with First Bus is cemented in a mutual commitment to creating a better travel experience for passengers,” said Adam Croxen, managing director, Future Platforms.
“With improved support and easier ticket purchasing options, passengers will benefit from a highly effective mobile solution which has been built with their first-to-last-mile needs right at the heart of the solution.”
According to First Bus, while the Department for Transport cited a 1.7 per cent decline in local bus passenger journeys in the UK during the year ending June 2017, there is a “compelling air of confidence” that the UK’s bus sector can thrive again and beat its competitors in the race for passenger satisfaction.
Indeed, it reckons complex rail fare structures, highly congested road systems with heightened localised pollution rates, and a rising cost in car ownership are all potential contributors to the revival of the UK’s bus sector.
Technology innovations such as real-time planning, current network status checks, route finders and competitive pricing, mean that there is a wealth of information available to travellers. And with the number of mobile phone users expected to surpass five billion by 2019 (Statista), passengers have more choice than ever before.
Transport operators are therefore looking to adapt their business models to offer a transformed experience, across the payments, information, automation and integration landscapes, said First.
Taking this into account, along with an increasing need to establish a complete end-to-end passenger experience, Future Platforms said it will “work hand-in-glove” with First Bus to develop a “valuable and effective mobile experience” that is relevant in today’s information-everywhere world, and “deliver a frictionless experience” that guides the passenger through a seamless journey, from the first to last mile.
“At First Bus we are committed to investing in new technology and we’re pleased to be working alongside Future Platforms as part of our ongoing commitment to develop and improve our customer-facing apps,” added James Timperley, director of retail development at First Bus.
“The use of our mTickets app is exceeding expectations and continues to grow daily and so we are looking to evolve this app, with Future Platforms, as part of our ongoing commitment to make bus travel a convenient, simple and attractive experience for our customers.”
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