The Project
The Comms Team had up to six full-time consultants working within the multi-disciplinary project team for over six years, managing all aspects of the customer experience changes related to the program, ensuring a successful transition from the legacy go card system to the new Smart Ticketing solution for all public transport users across South East Queensland.
Our team was responsible for providing strategic leadership in various areas, including brand and marketing, change management and internal communication, stakeholder engagement, accessibility and advocacy, customer and market research, creative execution, as well as issues and media management.
We developed and implemented an integrated customer transition strategy, undertaking multi-year communication planning, stakeholder and customer engagement across all modes of public transport in South East Queensland and 18 regional areas. This involved customer engagement and testing with a broad range of accessibility and advocacy groups at every step of the project.
The team also provided visual design support throughout all project stages, from the initial rebranding of Translink to planning phases and the progressive rollouts across the state.
