Helsinki's Metropolitan Area Transport (Kaupunkiliikenne) is responsible for the construction and operation of tram and subway lines, playing a pivotal role in one of the world's most dependable public transport systems.
In early 2022, Kaupunkiliikenne embarked on a significant journey by transitioning from a city agency to a business-to-business (B2B) entity. This rapid transformation brought about a host of new challenges, chief among them being the need to enhance customer understanding and orientation.
In the middle of 2022, Kaupunkiliikenne entrusted Un/known with the task of crafting its inaugural customer strategy and development roadmap. The public transport landscape in the Helsinki metropolitan area is notably intricate, demanding a comprehensive sensemaking approach.
We achieved this clarity through extensive consultations with customers, stakeholders, and internal experts. Subsequently, we progressed to define and validate the customer strategy. Throughout the engagement, we worked closely with the client-side team and leadership to facilitate smooth decision-making processes.
The outcome of our collaboration encompasses vital elements such as the value proposition, customer experience priorities, and the customer management model. Johanna Partti, Strategy Director at Kaupunkiliikenne, lauds Un/known as an outstanding partner, and they are exceptionally content with the results achieved.
The implementation of Kaupunkiliikenne's customer strategy is slated to commence in the autumn of 2023.
"As a newly established limited company, our primary imperative was to cultivate a customer-centric culture, with our customers at the epicenter of everything we do. This necessitated the establishment of fundamental customer experience management practices. Un/known proved to be an invaluable partner in helping us lay these foundations and co-developing them alongside our team."
- Johanna Partti, Strategy Director, Kaupunkiliikenne.