CONCEPT DEVELOPER
CONCEPT DESIGNER
2020
GVB, the backbone of Amsterdam’s public transport system, connects the city through trams, buses, metros, and ferries, ensuring seamless mobility for residents and visitors alike. As urban mobility evolves, GVB seeks innovative ways to enhance customer experience, increase revenue, and showcase its added value to the Gemeente Amsterdam.
To tackle this challenge, we launched a design sprint, uncovering key insights into customer needs and operational opportunities. Through customer journey mapping, we identified pain points and untapped possibilities, paving the way for smarter, more user-friendly services. This strategic approach empowers GVB to redefine urban transit, not just as a mode of transport but as an integral part of Amsterdam’s daily life.
ENHANCED TRAVEL EXPERIENCE
Getting from A to B is essential but what if the journey itself became part of the experience? With GVB , we’re transforming public transport into more than just a commute. Whether it’s a coffee break at a charming café, a hidden lunch spot, or a must-visit landmark, our app seamlessly integrates travel with curated recommendations based on time, location, and personal preferences.
A frictionless journey means one-tap ticketing, effortless route planning, and personalized hotspot suggestions—all within the GVB app. By enhancing both convenience and experience, GVB not only strengthens its connection with travelers but also boosts engagement and revenue, proving its value to Gemeente Amsterdam as a forward-thinking mobility partner.
INSIGHTS
We also want to leverage traveler insights to provide smarter, real-time travel recommendations. Amsterdam is always buzzing with activity roadworks, detours, and unexpected disruptions can impact journeys. By enabling the community to share live updates within the app, we can offer other travelers more accurate and dynamic route suggestions.
To encourage participation, users who contribute valuable updates can earn points, redeemable for exclusive discounts at GVB partners turning helpful insights into real rewards
