Optimizing public transport services for De Lijn

The Flemish public transport company De Lijn is looking to connect more closely with frequent and less frequent bus or tram travelers. Main objective for De Lijn is to involve travelers more actively in its decision-making.

What did we do?

We set up a Consumer Consulting Board (also known as an online research community) named the Bus Parliament and invited more than 60 Flemish (frequent and less frequent) users of the De Lijn public transport offer. In this Consumer Consulting Board we did not only talk with the travelers about the services offered by De Lijn, we also gave them tasks: e.g. they had to take trips and report back in a diary on the community with their evaluation of different aspects of the trip (driver, bus interior, online information search…).

De Lijn Busparlement community

Throughout 2013 several challenges were discussed, thus gathering structural feedback on a wide variety of topics. E.g. late 2013 we talked with Gen Y travelers to find out what the role of public transport is in the transition moment of first-time looking for a job or starting a new curriculum at university or a college.

The results

The Bus Parliament was accepted very positively at De Lijn, with results from the Consumer Consulting Board being presented on many internal platforms (e.g. on company congresses with stakeholders, on internal staff days and on the De Lijn intranet). Through Het Busparlement we managed to inject the voice of the traveler more into the minds of the De Lijn staff.