Customer journey mapping for Dublin Bus put customers at the centre of operations
In 2017 we worked with Dublin Bus to carry out a comprehensive customer journey mapping programme. The objectives were to: explore attitudes to Dublin Bus from a Customer viewpoint, inform a best in class customer journey and engage the organisation in thinking about customers.
The project delivered strong insight into Dublin Bus passengers and presented a single view of the customer journey for use internally in a visual and easily shared artefact.
"At Dublin Bus, our 128 million customers are at the heart of everything we do. This was reflected in the significant level of engagement from employees across the company in the CJM project. The project undertaken by W5 will allow us to become leaders in providing the best customer experience in public transport in Ireland. "Ray Coyne Chief Executive,