Information is King
One of the things we’re especially passionate about is the information available to existing and potential customers about our business.
We’ve reached the point where every bus stop in our network – and there are over 1000 of them – has a named bus stop flag in our current style and an up to date timetable in a proper quality timetable case. The website receives good reviews and feedback too, and our timetable booklet is delivered door to door across the Island, as well as being available widely.
Although we’ve achieved a great deal, we’re now looking at the next stage of developing our information. To try and give us an outside view of what we can do to improve, we’ve been working closely with Bus Users UK, the national body that represents bus users. We asked them to carry out a critical audit of all our information which they have now done.
We’re also working very closely with ‘Best Impressions’, our London based design team who specialize in working for public transport operators. We’ll be using Bus Users’ UK’s thoughts and suggestion, and Best Impressions’ flair and design skills. One of Best Impressions’ special strengths is their ability to present information simply and clearly; they understand what we do and how we do it, not least because we have been working with them since we became part of the Go Ahead Group. They are the guys who designed the new ‘Southern Vectis’ brand and livery, who design all our publications, and who created our website. They have also been fully involved in all our specific campaigns, including ‘Island Thinkers’ and Scrapmymotor.
We now have a number of specific areas in which we’ll be working to improve our quality and quantity of information:
• Providing our own timetable holders and information boards in mainland ferry terminals; and in Island terminals for people arriving and in our own bus stations; and in Tourist Information Centres, wherever we can secure agreement;
• We’re already overhauling the layout and navigation on our website;
• We’re adding a new fare checker to the website, allowing the public to check any point to point fare on-line;
• We’re looking to be more focused on which tourist publications we provide information in, and in what quantity;
• In Newport Bus Station we’re planning to provide much more information throughout the whole site, and to better utilize and arrange the travel centre;
• In Ryde and Yarmouth Bus Stations we’re also looking to provide more information;
• At all 1000+ bus stops we’re going to be changing the way in which we provide the timetables information, with clearer and more detailed times, and to provide other information such as different journey options. We’ll also be providing times specific to individual bus stops, rather than just times from the last timing point.
• At the busiest bus stops we’re planning to provide more information on the shelters about the bus network and about the different fares available.
• On the buses themselves we have a plan to brand those on routes 1,4, 9 and 38, both inside and outside;
It certainly isn’t an overnight job, and one which will require a lot of planning and work behind the scenes. Some of the tasks will need to be trialed if we are going to get them right. Our aim is clear though – to provide the best possible information we can on our buses. Quite simply, if we are to attract customers, they need to be able to find out everything they need about our buses.