Heathrow Express runs frequent, reliable services that are known to be swift and convenient. As a result, customers don't generally see the need to plan their journeys.
This creates problems for Heathrow Express when they have to inform customers of amended timetables and service updates before they travel.
The main objectives were to:
- Re-design their timetable, service updates and terminal connections information across desktop and mobile
- Recommend a new model of presenting such information to encourage better adoption
- Improve the user experience and accessibility of Heathrow Express service information across all their channels – both online and offline