Auckland Transport (AT) has regularly come under fire from students criticising the lengths they must go to, to apply for a tertiary concession, which in some instances saw students queueing for up to an hour across multiple locations in the city.
Use human centred design techniques to facilitate a pilot between the University of Auckland and AT to define a new application and renewal experience that leveraged digital to reduce customer effort, increase accuracy and automate renewals and fallouts.
We facilitated a two-week sprint with AT and The University of Auckland to explore the opportunity space, hypothesise solutions and test with customers. At the conclusion of the sprint, we made recommendations as to how automation could benefit customers and the business. We then moved into detailed design, prototyped and tested again and supported AT when the pilot went live.