How HSL Changed the Way Customers Travel

HSL would start with a workshop and just talk about the new model. Then kind of taking the customers further on this journey like at the end we did something kind of like shop alongs that we call them travel alongs. We'd actually prototype a bunch of touch points like customer information on bus stops and in the metro to see what it's like for people when they change models. And it was funny from that initial starting point of being quite anxious about the newmodel they would realize that oh my travel actually doesn't change at all but this is actually quite simple when I travel in this model.