This included ‘paid-for’ seat reservations, premium daytime services and overnight sleeper coaches. Booking these services online would challenge the simplicity of their original concept of Megabus as an ‘on-screen ticket machine’. That’s when Emperor stepped aboard.
How do you support an established brand on a brand new journey?
For example, did customers want a table or extra legroom? Did they need to be at the front of the coach? To find out, we worked closely with their operations team, studying detailed layout plans for their new fleet which included new luxury vehicles branded as MegabusGold. After this, we workshopped the new buying process.
All these immersion sessions and briefings helped us create a set of logical user journeys. These would cover every possible scenario of planning, booking and paying for a real-life journey.
We used a range of UX design tools to achieve the simplest possible process. Then, once we defined the user experience, we worked closely with the Megabus back-end technology team to ensure it was supported from end-to-end. After all, we needed it to be robust and reliable enough to serve millions of passengers.