Transport for Wales | Work | Paragon DCX

"Digital channels are an important element of the customer experience. We are on a journey to transform travel across Wales and its borders, and digital is an area where we can make fast progress. This is why we are pleased to be working with DCX, who share our vision of intuitive and connected customer experience."

Colin Lea, Commercial and Customer Experience Director, Transport for Wales Rail Services

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Background

Following the award of the Wales and Borders rail franchise to Transport for Wales in 2018, the train operating company partnered with DCX to design and build a new website.

With a hard deadline agreed for the franchise handover, the new platform had to be delivered in under 10 weeks.

The new franchise set out to meet ambitious objectives and create new standards within the rail industry - providing quality services across the entire customer experience, from journey planning to station access.

Being the main customer-facing online presence, Transport for Wales’ website needed to promote the service and enable the retail of tickets to customers online. It needed to provide real-time information on departures and arrivals, as well as any disruption to services through multiple feeds, integrated into the site. It also needed to allow customers to book tickets and manage their purchase journeys online, through the integration with a third-party booking engine.