Ask

NS Stations Services asked fresk.digital to map out the future service needs of the MaaS passenger to prepare for this future demand.

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Answer

NS Stations is a key player in enabling Mobility-as-a-Service (MaaS) in the Netherlands. As an organisation, NS Stations is responsible for all kinds of services that travellers find at stations, including public transport bicycles, bicycle parking on a subscription basis, and P+R car parking.
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To create this overview, we proposed to formulate a strategy that focuses on the needs of the traveller, and also shows which organisations play which role in the MaaS playing field around NS Stations.

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It can then be made clear where there are opportunities to efficiently meet the service needs with digital solutions.

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→ Want to fully understand your user’s experience? Read “From shadowing sessions to action points: Customer Journey Mapping at fresk.digital”.

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Way of working

In our Discover phase we have created an overview of the many organisations that are active in enabling MaaS services in collaboration with NS Stations. In this phase we also mapped out the customer journey and expressed the traveller's needs in terms of pain points and wishes.
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In the Strategise phase, we summarised the results from the Discover phase in clear visualisations, and a manifesto entitled: NS Stations and the MaaS service provider are a two-unit, with the traveller as the center.

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Result

In order to be able to present the results easily in a large organisation such as NS Stations, they have been summarised in clear visualisations and a handbook entitled: NS Stations and the MaaS service provider are a two-unit, with the passenger as the center.
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An action-oriented set of handles for the NS Stations Services organisation and its partners to continue to offer their services efficiently and with a high level of service to door-to-door travellers.