Connecting Georgia's Vibrant CapitalTRAVEL TBILISI
Working as design consultants for XXXX we produced initial concept designs for Travel Tbilisi, the executive connecting modes of public travel across Georgia’s capital. Delivering guidelines for the overarching identity, colourways, mode iconography and typography.
A joined up approach
National Express coaches got in touch with us to help with their customer information and review all their customer touchpoints. In order to truly understand their customer’s perspective, we immersed ourselves in the experience. In fact, before we undertake any project to review customer information, we ride the trains, coaches, buses, trams or boats that make up our client’s network. We book journeys and find our way from place to place using the customer information available. We talk to staff and other passengers, record the anecdotes, and photograph everything.
For National Express, like our other clients, this gave us a first-hand insight into the customer’s viewpoint. We turned the evidence into a large ‘scrapbook style’ book, which told the story for our clients and their stakeholders to truly get the picture. This is the best way to start, and the process uncovered many previously unknown issues. Our 160-page findings report for National Express identified the good, the bad and the ugly – and helped them prioritise their projects and budgets for years to come.
The Georgian language
Armed with this extensive knowledge, we were able to confidently identify where quick wins could be made, and start to scope the requirements for longer-term projects. One of our first challenges was to redesign the complicated ‘stops posters’. Each stop would have its own unique poster but soon after being printed and installed they were out of date, due to frequent route changes. The level of detail on them also meant they were hard to read.
Our solution was to move towards a standardised poster, which was clear and accessible. It would not go out of date as it directed passengers towards the many ‘live’ information sources both online and on the phone.
Information Design Services:
- Information audit
- Customer experience review
- Staff and customer interviews
- Brand review
- Usability review and redesign
- Photographic report
- Findings document
- Information rationalisation
- Customer journey mapping
- Touch point analysis
- Infographics, pictograms and icons
- Form and chart design
- Timetable design
- Ticketing review and redesign
- Competition review and comparison
- Production/process review
BAA Heathrow commissioned Demographik to design a suite of pictograms to be used in the airport, to direct people from all around the world to the right place. Creating a simplistic and unified system only comes through working through a detailed process.
From a complete audit of national transport networks to rethinking and designing single mode icons, we make information accessible. Across the UK, by rail, bus, tram and on foot, we aim to help passengers get to where they want to be.
Helping people get to their destinations on public transport, with minimal stress and maximum support, depends on cleverly designed customer information