Case Study: c2c improves digital ticketing and passenger journeys with Inviqa

c2c reduces ticket vending machine queueing across 26 stations with Inviqa

c2c, an award-winning UK train operator, faced the challenge of remaining digitally competitive against ticket aggregators and improving its digital ticketing experience to reduce queueing and free up staff resources. To address this, c2c appointed vendor Inviqa as its long-term UX design partner for continuous improvements across its website, mobile app, and ticket vending machines.

Inviqa implemented a customer-centric digital strategy, which included encouraging Smartcard adoption, optimizing ticket vending machine UX, and redesigning the website to adapt to post-pandemic travel habits and new technology like e-tickets. The results made it easier and faster for travelers to purchase tickets online, significantly reducing queueing times at machines. This freed up c2c staff to focus on broader customer service and support, creating a more seamless journey for passengers.

C2C