Case study: Pilot of Internal Comms App for Bus Drivers

on internal communication, intranet, case study, front line


What do you do when you want to improve internal communications but have a mobile workforce? How do you prove the value of investing in an employee app?

The Challenge

After a recent employee survey, this client wanted to improve engagement with frontline workers, and in the process improve employee satisfaction.

They wanted to experiment with more effective ways to reach and enable their most important asset; their customer facing workforce.

The workers were distributed throughout the country, ranged in age from 22-65, and each had very different levels of technical aptitude.

With Internal Communications split across emails, an existing Sharepoint Intranet and notice boards, they wanted to know if a smarter approach would deliver a step change.

The Approach

After a very well received demo of Blink to the MD, we quickly moved forward to a field trial. We first agreed the goals for a pilot and how we would measure success.

The priority was the 21,000 bus drivers within the organisation, so we selected 2 very different bus depots for the pilot.

Blink managed the whole process, working closely with the project sponsors, a business analyst and the local bus depot management teams. We set-up a weekly check-in call, and iterated the approach.


We started with a visit to each depot, to build relationships and understand the local needs.

For the kick-off, Blink sent a small launch team to each depot. We worked with the local teams, unions and stakeholders to get drivers set-up on Blink.

The results

The feedback from the drivers and local depot management was overwhelming.

During the last week of the pilot 84% of users were active, 78% every day, with the average driver opening the app 6 times per day.

The feedback from the business on the pilot was phenomenal, it produced a very tangible uplift in employee satisfaction. Funding was approved to move forward with an Employee App solution.

Project feedback:

The project team were recognised for;

  • Speed of delivery
  • Quality of the solution
  • Value for money
  • Innovative, agile approach
  • Excellent results

Some of the amazing responses from the Stagecoach team during rollout at UK depots

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