Designing and delivering a world class travel experience platform.

KiwiRail / Great Journeys Digital Platform

Digital Customer Experience Platform

Queen Charlotte Sound 2016 gnar5star

KiwiRail is a State-Owned Enterprise that operates train services throughout New Zealand and ferry services between the North and the South Islands. KiwiRail planned to launch a new brand platform called Great Journeys of New Zealand to better market and position its passenger and ferry services. 

The Challenge

To combine two separate web platforms into a single responsive platform that would provide a seamless experience across all its services. Our approach was;

› Working with KiwiRail to understand and rationalise the multiple products and services under a single platform framework.

› Designing and testing prototypes of the site experience with users to determine requirements and platform roadmap.

› Sprint-based design and development programme that delivered within budget and timing expectations.

The Solution

The experience needed to work not only for international tourists – a key market for KiwiRail – but also across the diversity of New Zealanders travelling by rail and ferry around the country. The new platform needed to meet current minimum requirements and be extensible for future propositions and products. It was also critical that there would be no impact on bookings when launched. 

The solution delivered;

 ›  A unified experience across all brands to improve cross-sell across all products.

›  Amalgamation of four KiwiRail products previously housed across two separate websites and content managements systems.

›  A modular platform and site functionality to allow for future propositions and products.

› Creating a seamless experience for two entirely separate and complex booking systems – Interislander and Rail services.

› Consolidating and improving content and existing site functions.

› Rethinking how people discover information across multiple products and move through levels of detail.

The Result

Kiwirail has an enviable network of transport routes and modes, yet it was difficult book complete journeys, let alone understand how it all worked together. An improved customer experience is the first step toward improving sales revenue.

We created a simplified experience through booking, paired with an easy to use and understand experience that allowed Kiwis and tourists alike to plan journeys across New Zealand using Kiwirail’s trains and ferries.

We’ve unlocked simplicity and ease for customers andhave allowed Kiwirail to inspire and engage them along the way;

› Page views and visit duration numbers have increased.

› Two separately maintained and functioning platforms were replaced with a modern content management system reducing internal overhead.

› There has been no disruption to bookings with a change in the platform.

› Additional enhancements to web features are planned as part of a continuous improvement programme.

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