Digitise
Digitising a transport operation from booking to dispatch
BUSINESS PROJECT EXAMPLE
A growing transport business
- Digitise
- Improve
- Digital Transformation
- Customer Experience
- ChallengeWhat was the business problem?
A growing transport operation relied heavily on manual coordination across bookings, payments, driver allocation, vehicle allocation and customer communication.
- DiscoveryWhat did we analyse?
Mapped the end-to-end customer and operational journey.
- Customer registration
- Booking
- Scheduling
- Payment
- Driver allocation
- Vehicle allocation
- Notifications
- Trip completion
- Cancellations
- Support
- Driver administration
- ApproachWhat did we recommend?
Defined a phased digital operating model.
- Customer booking experience
- Administration capabilities
- Driver functionality
- Payment integration
- Booking management
- Notifications
- Driver management
- Vehicle management
- Dispatch processes
- Support workflows
- DeliveryWhat support was provided?
Business requirements, user journeys, process mapping, functional requirements, acceptance criteria, notification requirements and delivery planning.
- OutcomeWhat changed?
A structured digital operating model designed to move the business from fragmented manual administration towards a centralised digital booking and operational experience.
What this demonstrates
- Digital Product Design
- Business Analysis
- Process Design
- Requirements Definition
- Customer Journey
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