Case Study: HSL achieves a smoother ticket and zone renewal with Solita

HSL renews ticketing and zone systems with Solita for 1.4 million app users

HSL, the Helsinki Regional Transport Authority, faced the massive challenge of renewing its entire public transport ticketing and zone system, which would directly impact over a million passengers. The vendor Solita provided comprehensive support and design services to help HSL transition from a municipal-based zone model to a new A, B, C, and D zone structure.

Solita implemented this large-scale change through a customer-driven design method, conducting over 200 co-design interviews and usability tests. Their multi-skilled team redesigned the HSL ticket app, card reader and ticket machine interfaces, zone maps, and the website over a three-year period. The renewal was a great success, with a post-launch survey of 60,000 customers finding it uniformly easy to purchase tickets through all channels. The HSL app, which Solita helped design and implement, quickly became the most popular channel, found on nearly 1.4 million phones and generating over EUR 10 million in monthly sales.

HSL