LNER Mobile

Tender description

Why the Work is Being Done Our user research has informed us that the mobile device is the key conduit between us and our passengers. We want a market leading mobile experience to: -Delight our passengers -Gather customer feedback and insights -Create a frictionless purchase & travel experience with on-demand & up-to-date information -Improve our Net Promoter Score The mobile experience will positively transform behaviour, become an obvious choice and receive positive feedback/reviews. Activities include: scoping, design, user testing, development, delivery and continuous improvement of a new mobile solution for LNER. Key features include: purchasing and ticketing of rail journeys, account management functionality, and personalisation. Problem to Be Solved The existing Mobile app is not fit for purpose and delivers a poor customer experience, as is evident from the 1 star rating received on the app store. We are looking for a fresh start in our mobile experience. The main challenges of the app are: it doesn’t provide the user with what they need; mainly contains links to the main site; has numerous bugs; and doesn’t justify consuming space and resources on the users phone. The mobile solution will contain a large proportion of the existing web functionality with additional mobile focused features Who Are the Users Our typical users travel with LNER around 3 times per year. Their travel is largely long-distance and discretionary. Our focus is on the domestic market, and with singles, couples, small groups (3 to 9) and business travellers. Our customers need to be able to plan & book their journeys, receive their tickets and manage their journey changes. They expect a personalised journey which automatically responds to their needs and keeps them informed, as demonstrated by leaders elsewhere in the transport industry such as Easyjet, KLM and Uber. At a minimum, users have an iOS or Android phone Early Market Engagement None Work Already Done Discovery Phase has delivered: • User research & customer problem statements • Strategic Digital Framework • Personas and User Journey • Design framework • User stories These will be shared with shortlisted suppliers Our existing website is provided as a managed service by a 3rd party. It uses episerver as its CMS with .net customisation & integrations; it’s hosted in AWS Existing Team Product Manager (Full-time) Solution Architect (Part-time) Current Phase Alpha Work Location The majority of the work can be performed from any location but will be coordinated by staff in LNERs offices in London and York. UX & Design work will require stronger presence in York or London User Testing should be with people who would use our services, so recruited around our train route Working Arrangments Work may be carried out from multiple locations including the Supplier’s offices. Attendance at LNER Offices in London, York and other locations around England will be required for meetings. Supplier staff are expected to be on-site at LNER locations sufficient to manage relationships with senior stakeholders, the project team, and users; so that the outcomes of the project may be met. Security Clearance Not required Additional T&Cs None Skills & Experience Demonstrable experience within the last 3 years of building market leading native apps (iOS and Android), please include project size and adoption metrics Demonstrable experience within the last 3 years of building market leading hybrid apps (iOS and Android), please include project size and adoption metrics Demonstrable experience within the last 3 years of designing industry-leading and innovative mobile user interfaces Demonstrable experience within the last 3 years of facilitating insightful and data-driven user research to inform an iterative prototyping phase Demonstrable experience within the last 3 years of payments integration, including card not present payments, PayPal, Google Pay and Apple Pay Demonstrable experience within the last 3 years of development and maintenance of secure mobile application ecosystems Demonstrable experience within the last 3 years of developing solutions that securely integrate to other systems through a variety of techniques including tagging, SOAP and REST interfaces Demonstrable experience within the last 3 years of launching a fully tested, robust, quality mobile solution Demonstrable expertise of innovations, frameworks, products, trends and standards in the mobile domain Demonstrable expertise of innovations, trends and standards in the user experience domain Demonstrable expertise of innovations, trends and standards in the multi-channel and eCommerce domain Demonstrable data expertise on how the mobile proposition can gather and rationalise data to inform future product development (across mobile & the wider business) and to monetise the data Demonstrable expertise of industry regulations including PCI DSS, DPA, GDPR, ISO27001, PSD2 Provable inhouse mobile development capability in terms of revenue, staff numbers, skills, competencies and availability Provable inhouse digital capability in terms of revenue, staff numbers, skills, competencies and availability Provable burstable capability through an associate/partner model for skills/expertise or additional capacity Nice to Haves Demonstrable experience within the last 3 years of building market leading PWAs, please include project size and adoption metrics Demonstrable experience in developing apps using toolsets that span mobile platforms and therefore reduce costs and time to deliver Demonstrable expertise in successful app take-up and use Demonstrable data expertise in Artificial Intelligence, Machine Learning, Big Data and Automation to improve customer experience and monetise data Demonstrable expertise in the transportation industry No. of Suppliers to Evaluate 5 Proposal Criteria Confidence that supplier has capability & experience to deliver a market leading mobile proposition Confidence that supplier has an achievable plan to deliver Confidence that supplier can help LNER become a digital disrupter Confidence that supplier delivers value for money Cultural Fit Criteria Confidence that supplier can ‘get things done’ at LNER Confidence that supplier can contribute to and help deliver the digital roadmap Confidence that the supplier can adhere to the LNER company vision & values Payment Approach Capped time and materials Assessment Method Written proposal Case study Work history Reference Presentation Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers Budget range the total value of all statements of work commissioned under the proposed call-off agreement will not exceed £1.7m