Case Study: Region Sjælland and Greater Copenhagen improve the Oresund travel journey with Epinion

Travelers experience before, during and after the journey across Oresund

The customer, Region Sjælland and Greater Copenhagen, wanted to understand the pain points and positive experiences of travelers crossing the Oresund strait. They engaged the vendor, Epinion, to conduct qualitative research on four key traveler groups to improve the overall customer journey.

Epinion deployed a range of methods including mobile ethnography and in-depth interviews to map the customer journey for each group. Their solution yielded 10 key themes and 6 strategic recommendations, with a central finding being the need for an integrated channel for planning and tickets. The results were presented at multiple conferences and a video was showcased at Folkemødet 2019.

Region Sjælland