Designing a bespoke ticketing platform for Big Bus Tours

Client

Big Bus Tours

Role

Designer

Agency

Fiora

Year

2019

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Big Bus Tours might be the largest operators of open-top sightseeing tours in the world, but for too long they've been forcing ticket sellers to use a clunky, out-dated booking system. Guided by specific user research, I was tasked with redesigning a new platform that would give users a seamless experience tailored to their needs.

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I was the lead designer on this project and I oversaw it from start to finish. This included conducting interviews with agents and other ticket sellers from major cities across the world, to gain an understanding of their common needs and requirements.

Requests were often very nuanced and some were more complex than others; tickets are sold in very different ways in Hong Kong than in San Francisco, for example.

After filtering a huge amount of user research, I set about creating wireframes that incorporated the most critical and common user requests, before presenting this back to internal stakeholders for approval. 

With this robust foundation in place, the design phase was straightforward: I applied Big Bus Tours' digital brand guidelines to create a clean, fresh and intuitive platform that actually answers the needs of its users.

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“This platform is exactly what we needed! I cannot tell you how much of a difference it makes - it's so much more concierge friendly. Clear, concise and easy to use, even if you have never seen a Big Bus in your life.”

Amy Young, Concierge, Bellagio Las Vegas

©Henry Cruickshank

hfcruickshank@gmail.com

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