About the project

Savonlinja is a public transportation company. Their industry is currently facing new competition that challenges traditional operators in the form of, for example, lower unregulated prices and new Mobility as a Service (MaaS) concepts. Our project’s aim was to build a comprehensive service package that would help reduce costs and meet new requirements customers now have.

During the project, we implemented the Linjalla service, including the driver and the passenger mobile applications. We also updated the functionalities of their webstore. Together with the customer we created a set of services to best solve the challenges Savonlinja had, and serve both passengers and staff.

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About the project

Our responsibilities

Business Intelligence
Concept development
Service Design
UX Design
Software Development
Graphic Design

"The old systems and ways of working cost us money, and the staff spent too much time struggling with malfunctions. Providing customers with new transport services helped us attract new customers in a heavily competed business. Travellers value quality, flexibility and excellent customer experience. Also, our staff appreciates the application that makes their daily work easier and more effective."

Kai Honkanen
CEO, Savonlinja

Our way of working

Based on surveys, interviews and observations, we assessed the current state of the business and determined a customer journey. After the data collection and business research, we were able to identify a set of issues faced by Savonlinja’s customers and employees. Already during concept work we built quick, functional prototypes to test and demonstrate the services to stakeholders and potential users. Constant communication with the customer throughout the project was one of our main priorities. Thanks to our thorough groundwork and the co-creative nature of the project, the first version was published in a matter of months, including two mobile apps, a web store with pricing tool, a supervisor web service to monitor daily operations, as well as a set of business analytics.

Our way of working

Passengers

The app lets passengers purchase local and intercity bus tickets, as well as special transportations to events such as concerts and fairs. With a personal account a passenger can enjoy customer discounts and speed up the ticket purchase process.  The new web store also provides tickets through multiple channels.

Passengers
Drivers

Drivers

Instead of operating three manual systems, the drivers now get by with using only one application. This saves time, keeps drivers informed and helps them better plan future routes. There is no need to check physical tickets, since a passenger can hop on a bus by stating their name. With the help of the app,  drivers can now more efficiently react to sudden changes and offer even better customer service.

Business managers

The analytics tool displays income and costs, and lets managers make decisions more efficiently.  The data dashboard links everyday operations to business dashboards, enabling fast and effortless decision making. For the managers, it's easier to form the bigger picture of everyday and future business.

Business managers
Supervisors

Supervisors

After the launch of the driver application, drivers can now better monitor future routes and passenger flows. The web tool has enabled supervisors to plan work schedules and allocate vehicles to specific routes more efficiently, in real time.

"Case Savonlinja shows that when design and data analytics are harnessed in the right way to the most crucial business areas, significant results can be achieved in a matter of months."

Kai Honkanen
CEO, Savonlinja

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