Yvette Mihelic

Director Customer Experience John Holland Group

Hybrid Day Two: Thursday, 20 May 2021

Thursday, May 20th, 2021

1:40 PM Delivering Consistent and Seamless Transport Services Behind the Scenes at John Holland Group

In the past, when the transport sector looked at customer experience, it would be centred around the experience a person had when they were physically on the actual transport vehicle. Over the past 18 months, however, John Holland Group have worked to map the full customer journey, from when a person is home, to the station, to their end destination.

By looking at this interchange and full customer experience, they have been able to work with their partners to improve transport services and plan for future customer initiatives and operations.

Hear Yvette’s story and the complexities that were involved in transforming the customer experience at John Holland Group.

  • Ensuring the reliability and timeliness of public transport— working with partners to ensure standards are delivered in a way that is systemic 
  • Moving towards human centred design approaches and persona mapping for the end to end customer journey
  • Centralising crisis control – standardizing processes in the wake of shifting disruption to ensure delivery of positive customer experiences is maintained