Arriva

I led the core UX definition and design system for a phased rollout on multiple brands for the international, multimodal transport organisation.

Background

Arriva delivers over 2.2 billion passenger journeys annually. My task was to define the fundamental building blocks for the travel planning and booking experience across Arriva’s brands to drive market share growth.

Process

My team conducted extensive research and interviews to understand the needs of customers with different travel options, as well as those with limited choices. Managing input from multiple stakeholders, including Deutsche Bahn, we developed a modular UX framework and adaptive design system that could be applied across Arriva’s various brands.

Result

I delivered the initial UX wireframes, design principles, and system foundations. The design system was rolled out for Chiltern Railways and Transport for Wales, leading to a 30% shift to digital channels, over 2 million additional monthly site visits, and a 32% year-on-year revenue increase.

Building journeys

Delivering an adaptive design system that scales to multiple brands