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.
Using human centred design methods to redeisgn the tertiary concession application process for Auckland Transport and the University of Auckland.
Background
Opportunity
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.
Approach
In 2019 87% of eligible students from the University of Auckland, Massey and AUT used the new process concession application process
Reduction in time required to apply for a concession from roughly 1 hour to under 5 minutes
Customers are now only required to apply once in their academic career (as long as they remain eligible) as opposed to having to apply every yearReduced fraudulent use of tertiary concessions by integrating identity verification into AT Mobile.
Outcomes
- In 2019 87% of eligible students from the University of Auckland, Massey and AUT used the new process concession application process
- Reduction in time required to apply for a concession from roughly 1 hour to under 5 minutes
- Customers are now only required to apply once in their academic career (as long as they remain eligible) as opposed to having to apply every year
- Reduced fraudulent use of tertiary concessions by integrating identity verification into AT Mobile.
