Boosting Customer Experience (Helsinki Regional Transport Authority (HSL):
making customer journeys with public transport more meaningful
Helsinki Regional Transport Authority (in Finnish Helsingin Seudun Liikenne (HSL)) was interested in improving their customer experience. They were curious how to start viewing passengers as customers and how such perspective shift would affect the customer experience. 15/30 helped HSL to building understanding of passengers journeys and actively included HSL employees into the research process. Together we conducted interviews at the various stations and transportation stops and co-created variations of customer journeys with the travellers. Finding of the research were summarised in a Customer Value Map, which instantly shows what is important, what should be avoided and how various aspects are interrelated.