A special project for the Berlin-based digital agency Aperto: In agile collaboration with Berlin's public transport provider Berliner Verkehrsbetriebe (BVG), the agency has developed a user-centric mobility platform for the capital's public transport at www.bvg.de. With a clean design, a streamlined user interface and many useful functions, the new website helps all BVG customers solve their problems more quickly and easily. Aperto was responsible for the concept, UX and UI design, content strategy and implementation as well as the technical development based on the headless content management system by Magnolia in combination with React.
The new digital platform offers a completely new connection search with a large map, a simple overview of all tariffs and prices and a service & contact area that can quickly answer customer questions with help articles and an integrated chatbot. The entire service is also available in English. In addition, a virtual customer centre for BVG subscribers and new customers is available to all interested parties with Abo-Online, where all subscription-related questions can be handled online.
To implement the project, an innovation team was formed at BVG in collaboration with Aperto. The collaboration was based on the agile principles of the IBM Garage methodology. The continuous development and optimisation of the solutions was achieved by actively collecting customer feedback in order to better understand what users really want. For example, the beta version of the site went live in October 2020 so the first concrete experiences could be incorporated into ongoing releases.
"The cooperation with BVG is agility in action in the public sector," says Theodor Carl, Executive Director Public at Aperto, an IBM Company. "We are very pleased to support as a creative and technical partner to further expand digital sales channels and make them fit for the future. The recent go-live has laid the foundation. In the upcoming years we now want to design and develop new services to create even more added value for the citizens of Berlin."
The IBM subsidiary Aperto was able to secure the contract for the relaunch and further development of the website of BVG in April 2020 through a multi-stage public tender process. The duration of the framework agreement is four years with the option of two extensions by two years each.
Berliner Verkehrsbetriebe (BVG) is Germany's largest public transport company, which is facing up to the major challenges of future mobility with innovative strategies and modern technology. With its subway, streetcar, bus and ferry services, BVG ensures that the citizens of Berlin and visitors to the city reach their destinations on time, in an environmentally friendly and cost-effective manner. With intelligent networking of various mobility services, BVG is actively advancing the transformation of transportation. The goal: mobility for all from a single source. More at: www.bvg.de/en
Magnolia is a headless CMS with experience management as core functionality. Since 1997, global brands such as Rossmann, REWE, Generali and ZEG have relied on Magnolia to develop their customized and future-proof digital platforms with connections to eCommerce, DAM and other applications. Headquartered in Basel, Switzerland, Magnolia has global offices and customers in more than 100 countries, as well as an extensive network of powerful and reliable partners. More at: www.magnolia-cms.com