The new digital travel diary is helping SPT streamline commuter journey data capture.
Strathclyde Partnership for Transport (SPT) handles over 20 million commuter journeys every year in Glasgow and the wider Strathclyde region of Scotland. Planning their services requires a deep understanding of how passengers use their bus, subway, ferry, and rail services to get to where they need to go. Until now this involved a time-consuming paper process, with passengers filling out physical travel diaries, the data from which was then entered by hand by SPT staff.
As part of digital transformation efforts aiming to provide ‘attractive, seamless, reliable travel’ across the region, SPT sought to digitise their data capture process, and approached us in 2017 to create a responsive web application which allowed passengers to enter their journeys online, dramatically reducing the amount of time and administration required by SPT.
This has allowed SPT to streamline and automate the data capturing process, all the while providing an easy to use web app for both new survey participants and those more accustomed the paper based format.
The user experience for the web app was carefully considered using a mobile-first approach to ensure that the online travel survey was easy to use and accessible for users on the move. The survey input introduces Google Maps address search and pin drop to assist with the quick input of start and end locations among other convenient and functional improvements from the paper diary.
The new travel diary web app was released to the public during SPT’s bi-annual research phase in April 2018, concluding with yet another year of outstanding results for SPT, with overall customer satisfaction among one of the highest in the UK for a transport provider at 97%. If you missed it, look out for the web app being deployed again during SPT’s second research phase later this year.
As daily users of SPT services we are excited to be part of the organisation’s transformation into a digital-first enterprise, helping them streamline their operations and provide even greater value for commuters. If you’re looking to transform your enterprise processes, get in touch and we would love to share our experience.