13 February 2014
With bronze and silver Design Effectivess Awards already gracing the Hemisphere trophy shelf, we were delighted to collect a gold award at this year's ceremony for our work with Metrolink.
Hemisphere was the sole winner in the Service Design category, for our success in delivering tangible results for Transport for Greater Manchester as part of its major expansion of the city's tram system. We were tasked with identifying structural issues in both the sales policies, service delivery and marketing strategy for Metrolink that were preventing increased take-up of Metrolink services.
We tackled the project from a number of angles, revising the user ticket purchase interface, reviewing the ticket product catalogue and sales policies and devising a new simpler zonal fare structure. Simpler customer information and promotion around the opening of new services led to a sales performance of 43% over budget. In addition, TfGM reported an 85% increase and a 155% increase in the average number of weekly sales of one-day and seven-day travelcards respectively.
All in all, a great project for Hemisphere — and a very happy client.